In the dynamic and competitive landscape of call center operations, RowBotAI’s Whisper Coach™ and its Passive Listening Whisper Mode emerge as a strategic necessity. This advanced generative AI-driven platform empowers call agents with real-time insights and answers, ensuring exceptional customer engagement and operational efficiency. Implementing this technology is a critical choice for organizations aiming to redefine customer service standards and achieve material cost reduction.

 

How Whisper Coach™ Works

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Unique to RowBotAI is the ability to create a collaborative conversation between multiple call participants and the RowBotAI generative AI agent simultaneously. For example, a call agent may field a support call from a customer regarding how to reboot a mobile phone that is three years old. 

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In the past, a call agent would have to navigate through a menu tree or search a knowledge base to find the right make and model for a mobile device. The process is time-consuming and often inconsistent between support agents with different skill levels. 

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Now, RowBotAI can offer a near-flawless user experience by listening passively to the voice conversation between the call agent and the customer simultaneously. The AI sends a continuous stream of text responses, based on company content, to the call agent’s web browser advising on the best answer to the question. The call agent does not have to press a key, navigate a menu, or search a database. Instead, the agent simply listens and then reads the answers to the customer. 

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This proprietary technology uses a powerful state machine and diarization to enable a fluid and low-latency response for every collaborative call. The platform can be deployed in a call and contact center, as well as mobile phones and tablets.

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For example, RowBotAI can deploy Whisper Mode in traditional contact centers. It can also be deployed for retail customer service centers. In this use case, each sales agent would have a tablet or mobile device. A tire repair center could quickly query available replacement tires with a voice or text query. A retail electronics store could compare and contrast different types of television sets. A hardware store could have walking experts navigating the aisles with near flawless knowledge about how to install electric as opposed to propane gas appliances. 

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In all use cases, the RowBotAI agent listens to the question and streams the text response to the employee’s screen. The response message can be presented through a web browser UI or as a text message. The response can also be sent directly to the customer.

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Work Flow

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After integration with existing systems and platforms, the Whisper Coach™ listens to both the caller and the call agent. It sits attentively and passively in the background. It is transparent to the call agent and opaque to the caller. 

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When invoked by the human call agent, the response is provided through an existing call center application or through a web browser. The response can be read directly to the customer or caller. It can also be forwarded as a text or email response. Call summaries can also be provided and enhanced with additional links for support, training, marketing, loyalty, and rewards programs and payments.

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For example, a customer support call for using a new cable modem could be satisfactorily resolved and a service offering could be upgraded with a single click-to-text message customer satisfaction survey.

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Deployment and Integration

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There are three ways the RowBotAI Whisper Mode technology can be integrated into a customer’s user experience. 

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The simplest deployment is to provide a customer with a telephone number. Sitting behind the telephone number is the content or corpus of information necessary to respond to questions. Callers can both call and text to the telephone number to receive both voice and text responses. Of course, it is possible to speak and text simultaneously. 

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RowBotAI also has a web-based UI. For more sophisticated integration this mode can track users and provide sophisticated document management to control the content including PDF files, spreadsheets, URLs, and API connectivity to third-party content. In this enterprise SaaS model, multiple users have access to the content, sentiment analysis, and analytics. 

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There is also an option for enterprise or technology clients to integrate their offerings directly through the RowBotAI API. For example, the technology can be integrated into an Interactive Voice Response System (IVR), Microsoft Teams, a CRM, an HR platform, or accounting solutions.