Spring Innovation Release: Approachable AI, true omnichannel customer service and happier agents

 

 

Your customer experience team is no stranger to attrition — It's a tough gig! But the past two years have taken things to a new level of stress and burnout for your team. It doesn't stop with your frontline either. Leaders and executives, especially in the contact center, are struggling to backfill empty seats and train incoming employees — and they're paying mightily for it. The bad news is that these trends will probably continue, and possibly even increase, in 2022...

But you know we have your back. Our latest release delivers new tools that will help you keep employees — and customers — happy for years to come.

 

Here' what's new:

Agent Assist

Our new Agent Assist feature, which is already available to early access customers, dramatically reduces the time to handle customer inquiries, deliver accurate resolutions, and even the time needed to train new agents. Powered by Natural Language Processing (NLP), Agent Assist delivers agents real-time recommendations for troubleshooting Guides and Community Knowledge articles.

Zero-training AI

Agents are the most valuable resource in your contact center, and that’s where you should focus your investment. A contact center is only as good as the people interacting with customers. However, a close second in terms of contact center value is AI. And if you paid attention to the last release, you know we’re into making AI easy.

Well, we really think we’ve outdone ourselves this spring with “zero-training” intent-based automation that’s easily-configurable to your business. That means no need for massive data lakes or specialized manpower to launch bots. You can find this approachability woven into our existing platform AI, and even driving our new Agent Assist tool.

Synchronous Agent Mode

Part of a glowing customer experience is meeting the customer where they are — when they’re available. These days, it’s hard to anticipate either of those. That’s why we’ve created Synchronous Agent Mode, which automatically prioritizes live web chats for your agents so they can easily see — and quickly serve — those customers expecting a real-time conversation. Available for early adopters, this new agent mode can help your contact center balance customer demands for both synchronous and asynchronous interactions — a crucial capability for any digital-first customer service organization.

Cobrowse Integration

Playing a game of Eye Spy shouldn’t be part of any workflow in your contact center. With the Cobrowse integration, an agent and customer can simultaneously navigate a webpage in real-time, enabling the agent to easily see where the customer is struggling and quickly help them resolve the customer’s issue.

Voice Integration into Khoros Care vis Amazon Connect

We heard you loud and clear. We listened to you. This release, we’re adding something that is off the hook! Okay, enough with the puns. If you haven’t guessed already, we’re now adding voice support to Khoros for Contact Centers through our new integration with Amazon Connect. Available to early adopters, brands can now offer customers the ability to connect on any channel they choose. Plus, agents can handle voice interactions in the same, familiar Khoros interface they use to handle digital channels. With the addition of this voice integration, Khoros is closing the omnichannel loop!

 

ICYMI
These features released recently, but just in case you missed them...

Secure Forms

Care customers can now use Secure Forms to enable agents to easily collect sensitive data such as addresses and credit card information without the security concerns that come with your typical communication channels. They don’t even have to leave the messaging channel to do it. Give your customers that peace of mind they need.

Marketing Monitor Walls

SMM customers can now share and view interactive Marketing Dashboards outside the platform without the need for a login. Showoff your beautiful dashboards and fire up the collaboration machine.

Contact Center Subfolders

SMM customers can now create subfolders in the Content Center to help users better organize and manage their content. With an organized Content Center, users can work more efficiently to get content to your customers in less time.

Marketing Comparative Analytics

SMM customers can now compare the performance of specific time periods to one another in Marketing Dashboards. With a more granular view of success, you can now make more informed decisions with your social marketing strategy. 

AI Orchestration (Monitor Bot)

Care customers can now pass all conversation-level utterances to Flow in real-time. This means real-time conversations with agents can be tagged, routed and prioritized based on an ongoing, live conversation.

Modern Chat (User Page History)

Care customers can now track the browsing history of customers that interact with your brand using Modern Chat. Users can view a customer's history while handling a Modern Chat conversation. Agents will now be equipped with the context they need to deliver fast, accurate resolutions.

 

Reach out to your Customer Success Manager if you are interested in learning more about these features.

Want to know what's next? For current customers, please register to attend our Roadmap Webinar on May 17th*, and see for yourself how Khoros is innovating better experiences for you and your customers.

*Separate EMEA webinar to be held on on May 18