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The Self-Augmented Agent

Allo Media, inventor of the voice cookie, and Webhelp have teamed up around a common vision: to create an artificial intelligence by and for agents to allow our agents to focus on the essential, emotional intelligence in customer relations.

 

 What is the Self-Augmented Agent?

A solution that analyses voice conversations using artificial intelligence, which allows the agent to find in real time and centrally all the information he needs to successfully interact with the customer (customer data, reminders of questions to ask, knowledge base…).
Thanks to its unified and easy-to-deploy interface, this solution revolutionizes customer service practices by allowing agents to reduce the time spent entering or searching data during a call and finally focus mainly on relational issues, leading to richer and more detailed conversations.

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How ?

When the solution is launched, there is a common challenge identified by both Allo-Media and Webhelp: how to use AI to complement human-agent interaction, rather than systematically seeking to replace it?
To best meet this challenge, the Self-Augmented Agent has been designed in a true open innovation approach. The solution, developed by Allo-Media, is co-constructed with customer agents – a guarantee of compliance and consistency with their needs – as well as with Webhelp experts in customer experience and its technological ecosystem:

 

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