This article continues Remego’s collaboration with novomind, on “The Timeless Power of Email: How Modern Features Can Transform Your Contact Centre”. You can read on the previous article on LinkedIn. In this episode, we delve deeper into the capabilities of generative artificial intelligence (GenAI) in novomind iAGENT Mail. Discover these new features or contact us for a demo.
The AI capabilities in novomind iAGENT are available through the AGENT ASSIST module. These features are thoughtfully designed to equip agents with the tools needed to enhance their efficiency and service quality.
- Customer’s Mood
With Agent Assist, novomind iAGENT Mail uses sentiment analysis to detect and analyze a customer’s mood in an email. By employing techniques like sentiment lexicons and machine learning, the system classifies the overall emotional tone of the message.
The system also identifies specific language cues such as exclamation points, words with emotional weight like “frustrated” or “excited”. Understanding the customer’s emotional state allows agents to tailor their responses, improving customer satisfaction and building stronger relationships.
2. Customer’s Intent
Beyond gauging sentiment, novomind Agent Assist accurately identifies the core intent behind an email. Leveraging Natural Language Processing (NLP), the system dissects emails into words and phrases, analyzing their semantic relationships to pinpoint specific customer requests. Machine Learning algorithms, trained on extensive email datasets, further refine intent recognition by considering context and subject lines.
For instance, an email stating: “My recently purchased stool arrived damaged” is correctly categorized as a product damage claim rather than a product inquiry. This enables agents to provide efficient and targeted solutions.
3. Integration with Third-Party Applications
iAGENT seamlessly integrates with various backend systems such as ERP, SAP and Inventory Management Systems, providing a unified platform for agents. With the introduction of Agent Assist, iAGENT now offers an enhanced interface that incorporates customer interactions, company workflows and enterprise knowledge.
By leveraging novomind’s knowledge base platform, enterprise process management and knowledge (including FAQs, troubleshooting guides, how-to articles, user manuals, process workflows) can be ingested. This allows agents to quickly and accurately retrieve relevant information, ensuring they can efficiently address customers’ concerns and questions.
4. Assistance – Process Management & Knowledge Articles
Agent Assist uses available customer-related information to connect queries with relevant content in the knowledge base, providing agents with solutions that are both effective and aligned with company policies.
For instance, as shown in the screenshot below, an agent can use the Process Management to access the company’s defective replacement procedures. Additionally, the agent can search for knowledge articles to find recommended solutions.
Agent can chat with Agent Assist to retrieve answers from iAGENT knowledge base
5. Generate Answers
By consolidating information from all the modules mentioned above, iAGENT can generate accurate and contextually relevant responses. The integration of GenAI improves response times and ensures consistent, high-quality communication with customers, fostering stronger relationships and increasing customer satisfaction.
Elevate your business performance with novomind iAGENT, supported by trusted Partner Remego (https://remego.com.sg/partners-products/). Explore our premier products and services tailored to suit your Company’s unique needs. For more information, contact us at (+65) 9299 6814 or sales@remego.com. Follow us on LinkedIn https://www.linkedIn.com/company/remego-pte-ltd/.
