Before your agent says hello, they already know why the caller rang
When a call reaches a person, it opens on their screen at once, with everything the caller has said so far. No “can you start from the beginning?”, and no searching through folders while the caller waits.
What the agent sees when the call opens
The conversation with the assistant
Every question the caller asked before being put through, and every answer the assistant gave, in order. The agent picks up exactly where the assistant stopped.
The caller's earlier calls
When the number is known, the caller's previous calls appear with their summaries and outcomes, so a follow-up is treated as a follow-up.
A suggested answer
DialXAI looks up the caller's last real question in your approved articles and suggests an answer, with the articles it came from. The agent can search for anything else too.
Who is calling
The caller's name and organisation when they are in your contacts, and a clock showing how long the call has been running.
Notes and wrap-up, the same way every time
The agent writes notes during the call and closes it with an outcome. A follow-up, or an “other”, needs a note saying what happens next, so nothing promised to a caller is forgotten.
Outcomes feed the reports: how many calls were answered on the spot, how many need a follow-up, and how many were passed on.
Call outcomes
- Answered the caller
- Needs a follow-up
- Passed to a supervisor or another office
- Wrong number
- Call dropped
- Other
Everything else on the desk
The phone in the browser
Agents talk through a phone in the browser, opened from a Phone button on the desk. A headset is all they need.
Availability
Agents set themselves available, away or offline. While they are on a call, they are shown as busy.
Calls out
Agents work through call-back campaigns one contact at a time, and can call any number in your contacts.
Their own history
Every call the agent has taken, with its outcome and notes, searchable.
Their own figures
Calls answered, calls passed on by the assistant, average call time and caller mood, for today, 7 or 30 days.
Supervisors see the floor
Supervisors see who is available, who is on a call, and every call in the organisation.
See the agent desk with a call coming in.
Send us a few of the questions your callers ask most. In the demo, the assistant answers them from articles we write together, then puts the call through to a person, and you see the agent's screen.