Contact centers and customer-facing operations often rely on a patchwork of CRM, billing, and knowledge systems. Agents must toggle between these platforms while handling customer requests, which leads to inefficiencies, longer wait times, and inconsistent service quality. To overcome these challenges, the company built an Agent Workbench powered by Decisions automation and AI orchestration capabilities. The solution centralized access to tools and data, streamlined workflows, and surfaced insights in real time, enabling agents to deliver higher-value service.
Challenge
Before implementing Decisions, the company faced:
- Disconnected Systems: Agents had to navigate CRM, billing, and knowledge systems separately.
- Manual Processes: Common workflows like account updates and payment adjustments required repetitive steps.
- Inconsistent Knowledge Access: Agents lacked a unified source for policies and articles, leading to varied service outcomes.
- Steep Training Curve: New hires required extended onboarding to learn multiple tools.
- Limited Visibility: Supervisors struggled to measure and improve team performance across disconnected platforms.
Solution
The company deployed Decisions to create a unified, AI-powered Agent Workbench:
- System Integration: CRM, billing, and knowledge repositories consolidated into a single interface.
- AI-Driven Guidance: Recommendations for next-best actions, suggested articles, and predictive customer needs.
- Automated Workflows: Streamlined account updates, service requests, and other routine tasks.