An agent workspace shapes your team’s productivity and performance. Cognigy Live Agent delivers an intuitive, AI-augmented interface that enables agents to effortlessly handle cross-channel interactions and get the helping hand they need to excel.
Connect with customers on their preferred digital channel. WhatsApp, Facebook, iMessage, website, mobile app – you name it.
Boost agent performance with recommendations from AI that listens and learns from customer conversations in real-time.
From seamless integration and a unified view of information to intelligent automation and easy collaboration, Cognigy Live Agent streamlines your team’s workday.
Keep tabs on conversation traffic and team performance to optimize staff planning, queue management, agent training, and other decision-making.
Scale the Best Service Experience
With AI assistance and enterprise integrations, Cognigy Live Agent gives your support teams all they need in one place to delight customers with instant and effective service – every time.
Immediately identify customers and their needs upon handover. Our Agent Assist capabilities equip agents with the full context about the customer profile, query, and sentiment to get off on the right foot.
As the conversation progresses, AI Agents can proactively surface knowledge and suggest the best responses or automatically perform actions on demand.
Harness real-time machine translation and enable both customers and service representatives to converse in their native language.
Be it chat summaries, feedback collection, or CRM updates, wrap-up busywork that used to eat up agents’ valuable time can now be done with just one click.
It’s all About Agent Empowerment
Support agents are your most valuable contact center resource. Cognigy Live Agent is packed with well thought-out features that boost your team’s productivity while making their workday more enjoyable.
Leverage prewritten messages to reply to common inquiries and FAQs within seconds
Let agents easily keep their teammates in the loop while engaging with customers.
Automatically handoff queries from the bot to the right agents based on their availability, workload, domains, and skills.
Save more time by automating repetitive processes like conversation status updates, query classification, and more.
Optimize with Data
Gain visibility into the service quality you are delivering and make informed decisions to maximize your contact center success.
Get a real-time bird’s eye view of conversation volume, agent workload, and performance. Swiftly identify unassigned conversations or overloaded team members for immediate action.
Perform an up-close analysis of service quality with both real-time and historical data on success metrics like first response time, average handling, and resolution rate.
Stay on top of individual performance and identify the most common support topics. Use this information to optimize staff training and improve your team performance.
See how handover rate, incoming traffic, query topics and other operational metrics trend over time. Correlate resolution speed with traffic volume to enhance future resource planning.
.png?width=1000&height=1000&name=Newsletter%20(2).png)
Explore the power of Cognigy Live Agent for your contact center
