Operata AX Copilot
Smart monitoring and real-time guidance for Agents to improve digital and customer experience.
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
Alert agents to issues, and provide recommendations and testing tools to help agents quickly self-resolve problems and return to productive work.
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.
Real-time intelligent guidance for agents.
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.
“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.
See Operata in action.
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