Enhancing your customer experience with the latest omnichannel features

Reputation, retention, and customer satisfaction are the cornerstones of successful businesses, and delivering an exceptional customer experience to support this is paramount. Omnichannel solutions are designed to centralise your communication points (from web chat, email, social media, SMS, WhatsApp to calls) to enhance your customer interactions. With our latest features, Agent Assist AI and Real-Time Transcription, we can now support you in elevating the customer experience to new heights.


Agent Assist AI: How it reduces call handling time

Imagine if your call agents responded to queries almost instantly, striking the perfect balance between efficiency, accuracy and personalisation. This is now a reality with our Agent Assist AI feature. By allowing agents to input just a few words, our advanced AI expands these inputs into complete responses that align with your brand’s tone and voice. Powered by ChatGPT, this feature allows agents to tailor responses, expand or adjust the tone to ensure they resonate with your audience, providing a seamless and engaging customer experience.

The magic of Agent Assist AI lies in its ability to significantly speed up response times. In a world where every second counts, this reduction in response handling time can be a game-changer. Not only does it enhance the efficiency of your agents, but it also leads to quicker resolution of customer queries. This faster resolution translates into happier customers and, ultimately, stronger brand loyalty. After all, who doesn’t appreciate a swift and helpful response when they need it the most? It’s like having a superpower for customer service!

Real-Time Transcription: Ensuring quality and consistency

Effective communication is not just about speaking; it’s about listening and understanding as well. Our real-time transcription feature takes this concept to heart by providing live transcriptions of calls. This feature is a bonus for managers and agents alike, offering a detailed transcript of both sides of the conversation. Managers can highlight key phrases, providing real-time coaching to agents on what to say and what not to say based on the type of call they are handling—be it finance, complaints, or general enquiries.


Omnichannel tailored to your way

As we continue to develop and refine our solutions, we remain dedicated to supporting your business in achieving its customer service goals. Our omnichannel solution, with its innovative Agent Assist AI and Real-Time Transcription features, empowers you to deliver exceptional customer experiences. These tools not only streamline communication but also ensure that every interaction reflects your brand’s values and commitment to quality.


Moreover, we understand that sometimes, a touch of humour can go a long way. With our AI, you can even have your responses tailored to your brand’s tone and identity, with your imagination the limit you could even program it to respond as a pirate or in Shakespearean English if you wish. Imagine a customer support interaction where your agent responds with, “Ahoy matey! How can I be of service?” or “How dost thou wish to proceed?” It’s all about making the experience memorable and enjoyable for your customers.


In conclusion, a happy customer is a loyal customer, and with Redcentric by your side, you’re well-equipped to create lasting impressions that count. So why not give your agents the tools they need to shine? It’s not just about handling calls; it’s about creating customer experiences worth remembering. Speak to Redcentric today for a demo https://www.redcentricplc.com/contact-us/.

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