• Agent Assist check list of required speaking points for every call
• Unique check list options for each ACD skill
• Required items to be addressed on every interaction by agent, checked off when complete
• Flexibility on completing the checklist items to include the percentage of the phrase the agent spoke, or required timing to say phrase, etc.
• Flag to supervisor when check list items not completed during interaction – alert
• Knowledge Base triggered popups (knowledge based currently within Agent Assist) based on items spoken by the caller
• Enhance this with smart prompts that are similar to the original dynamic trigger provided by client
• Trigger based on caller, agent or either speaking the phrase
• Smart triggers for agent required phrases based on items spoken by caller. Sales objections, complaints, FAQ’s, order status, best practices
• Smart chat GPT style searching of LLM knowledge base for agents
• Agent notifications based on different behavior triggers (roadmap)
• Dead air, talking too fast, talking to slow, etc. Unique message displayed to agent based on length of behavior (Swearing, shouting)

Reporting:

• Ability to report and score agents on percentage of check list items completed (trending reports)
• Most common check list items used by agent/by team (trending)
• Most common knowledge-based items triggered
• Smart ChatGPT style searching of interactions and interaction details
• Ability to report on least used or unused check list items