Five9, a leading provider of the intelligent cloud contact centre, announced that mobile virtual network operator TruConnect has successfully employed Five9 Agent Assist to improve call handling.
Agent Assist has AI-powered, automated notetaking and call transcription that helped TruConnect reduce average call handle time (AHT) by 30 seconds within three months. The company expects an overall cost saving of 7.5 percent in the first year for the time saved.
TruConnect offers mobile hotspots, smartphones, mobile data plans, and prepaid cell phone talk and text plans on the T-Mobile network, handling over 62,000 monthly calls across three contact centres globally. The company implemented the Five9 Intelligent Cloud Contact Centre during the pandemic to alleviate the pressure on remote working agents and keep up the same level of productivity.
The way Agent Assist works is that it uses AI, natural language processing (NLP) and machine learning (ML) to assist human agents at each point of customer interaction. Agent Assist provides a transcript in real time while TruConnect agents handle calls, simultaneously creating call summaries and cutting down on after-call workload. The software delivers real-time guidance and reminders to help with TruConnect agents identify additional services for potential customers. After a call, the agent verifies the summary, adjusts or adds notes and uploads it to the CRM or database of choice. All data are stored in the Five9 platform.
Lucy Sung, COO at TruConnect, said: