Agent Copilot
Smart monitoring and real-time guidance for Agents to improve digital and customer experience.
Operata elevates digital experience with an Agent Copilot that proactively detects issues impacting CX and guides self-fix solutions.
Improve IT performance for Agents
Deliver intelligent real-time guidance to agents including alerts to technical issues and troubleshooting tips based on best practices to improve CX.
Reduce agent
downtime
AI Featured Insights surfaces potential issues and trends impacting performance, and recommends actions for resolution.
Improve agent
wellbeing
Identify in real time when agents are subject to abusive calls, and configure your preferred remediations to improve agent wellbeing and reduce turnover.
Your agents' technical copilot
Improve FCR with timely resolution of IT issues
When a customer disconnects from one-way audio, Operata alerts the agent and initiates a workflow to redial, prioritize the callback, and send an SMS to the customer.
Customer complains
During an interaction, the customer complains they can’t hear well
Anomaly detected
Keywords trigger Operata's anomaly detection, initiating a workflow
Alert Sent
Operata notifies agents and IT of poor audio issues and offers solutions to enhance CX
Improve CSAT by minimizing call drop-offs.
When a customer disconnects due to one-way audio, Operata triggers a workflow for immediate redial, prioritized callback, and SMS notification. Insights alert operations to potential issues with agent, location, or technology, prompting remedial action.
Customer abandons
During an interaction, the customer disconnects a call due to one-way audio
Agent notified
Operata alerts agent that customer has disconnects mid-call
Workflow orchestrated
Operata initiates a preset workflow, e.g. Prompt agent redial, callback or send an SMS
Improve agent retention & compliance
If a customer becomes abusive, the agent warns them of potential consequences. Continuing abuse leads to transfer to a special queue with explanatory audio. Operata updates systems like QM, WFM, and CCaaS to record the interaction accurately.
Customer abuses
Customer gets frustrated at agent and starts abusive behavior
Agent ends call
Agent can view their abuse policy and end the call safely
Sent to queue
Customers are placed in a special queue with an audio explanation for the call termination
Improve agent performance and wellbeing.
Agent CX alerts from Tenor AI™
Deliver real-time AI-powered alerts and guidance to agents right within their CCaaS browser tab.
Recommended actions
Feed agents a stream of real-time recommendations for issue troubleshooting and resolution based on best practices.
Configurable action buttons
Configure primary and secondary action buttons for each alert and recommendation that is delivered to your agents.
Wellbeing alerts from Tenor AI™
Use pre-built conversational analytics rules from your CCaaS to detect abusive calls and provide agents with remediation actions.
Be confident in every connection
Ensure a 5-star experience before the first call.
Run an automated, real world, end-to-end test
of the contact center and local agent environment.
“Operata helped us troubleshoot
errors and understand the
impact of remediation actions.”
Alex Seng, Business Analyst, Everlight Radiology
Combining GenAI and machine learning with proprietary data and algorithms.
Frequently asked questions
What features support agent wellbeing and safety?
Agent Copilot includes built-in monitoring for abusive calls (via conversational analytics). If a call becomes abusive, the agent can be warned or automatically transferred to a special queue with explanatory audio. It updates QM, WFM, or CCaaS systems with relevant flags to ensure the event is tracked.
How does Agent Copilot help reduce agent downtime?
When issues are detected (e.g. audio problems, one-way audio, mid-call abandonment), Agent Copilot triggers workflows that allow agents to self-resolve where possible (e.g. redial, callback, SMS). This helps agents recover faster without needing to wait on IT intervention.
What capabilities does Agent Copilot provide to agents in real time?
Agent Copilot delivers real-time AI-powered alerts and guidance directly in the agent’s browser tab. It notifies agents of technical issues (e.g. poor audio), offers troubleshooting steps, and surfaces remediation options based on best practices.
Ready to bring CX Observability to your contact center?
See how Operata empowers IT and Ops teams to intelligently resolve issues and improve interactions in your contact center.
Book a Demo
Melbourne
‍3/162 Collins Street
Melbourne, Victoria 3000, Australia
Denver
1580 N. Logan St, Ste 660
Denver, CO 80203, USA
Melbourne
‍3/162 Collins Street
Melbourne, Victoria 3000, Australia
Denver
1580 N. Logan St, Ste 660
Denver, CO 80203, USA
