What if, instead of coaching associates on their past mistakes, you could prevent those mistakes in real time? Introducing Sidd Pro, Laivly’s virtual real-time AI assistant that guides associates through complex processes with best actions to take, checklists, and automated approvals. This agile technology integrates with your existing software using an augmented display screen overlay, moving from post-contact interactions to providing real-time coaching.

Sidd Pro can quickly surface and summarize data, make on-the-spot reminders on process, and even intervene to proactively prevent errors and enforce adherence to policies. This process can drive improved efficiency and support training quickly while providing production benefits.

IntouchCX’s generative AI solution using Sidd Pro protects your highest value interactions in real time by assisting agents with complex decisions and guiding them through the actions that will make them successful.

Features and Benefits:

• Automated approvals on items that previously required team leader approval via artificial intelligence (AI)
• Increased policy adherence
• Improved decision-making and accuracy of entries
• Increased insight into overall spend with granular data to inform larger policy decisions
• Detailed reporting on policy adherence
• Real-time insights into training and coaching opportunities for associates

CASE STUDY

The Problem

Sometimes the highest value interactions have the most complex processes and policies associated with them. Associates may be tempted to cut corners due to handle-time pressure, or they may make human errors in applying the wrong policy. Real-time vetting is slow, and the escalation process for when an associate is unsure can take time in the current WFH environment.

Inconsistent experiences can impact the customer when they are looking to resolve their concerns, and can have adverse monetary effects on the overall business.

Our Opportunity

We partnered with a delivery service brand, where many customer resolutions could require a credit to handle any erroneous deliveries for missed items, delays, or otherwise. They were faced with an inability to restrict associates from applying credits based on policies within their own CRM system due to the breadth of policies and it was difficult for associates to quickly perform the required research to make the best decision. This resulted in inconsistent application of policies and, in some cases, offered an opportunity to reduce the total spend on these types of cases.

Our Solution

Sidd Pro’s combination of digital automation, augmented display, and AI can support associates with customer and case research and apply guardrails for policy application based on reactive AI, reducing the number of inaccurate credits and increasing consistency of policy adherence.

Sidd Pro was applied to the program in the following ways:

• Case and customer research: This technology performed case and customer research on incoming tickets, including past purchase history, customer lifetime, current order details, and past credits, and displayed in an easy-to-view summary for the associate.
• Credit guidance: Upon indication of a credit for resolution and using reactive AI, this agile technology was able to apply policies to guide the agent on the value of credit and ensure due diligence steps were taken to validate requests.
• CRM restrictions: Using augmented display, Sidd Pro was able to apply restrictions on the actions in the CRM that would allow associates to process a refund without prior policy due diligence and guide agents into the policy workflow if not already completed.
• Detailed reporting: Sidd Pro provided detailed reporting on policy adherence, types of credits and value, and customer profiling per credit.

Our goal was to increase policy adherence and reduce the number of inaccurate credits. We also aimed to increase insight into overall spend with granular data to inform larger policy decisions.

Our Results

After applying Sidd Pro to the program, we delivered the following results:

• 87%: Policy adherence increased from 61%. Data insights provided detail into updated training and coaching opportunities for associates.
• Improved CRM with augmented display to improve agent workflow and user experience.

IntouchCX’s generative AI solution improved agent workflow and processes, leading to increased agent policy adherence. This created a seamless customer experience and benefited our partner’s bottom line.

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