Real-Time Interaction Guidance is powered by real-time speech transcription and phrase detection and Enlighten AI models to score agent behaviors, delivering live customer sentiment metrics and agents’ next best action prompts.
“NICE’s Real-Time Interaction Guidance has helped our agents deliver a more consistent customer experience.”
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Real-time interaction guidance: FAQs
Real-time monitoring for customer service excellence.
Real-Time Interaction Guidance empowers supervisors and agents to deliver a consistent service experience on every conversation. Supervisors have instant visibility into which agents are performing well and who requires coaching.
Agents receive in the moment coaching with embedded desktop tips based on phrases spoken or omitted, customer sentiment metrics and AI-driven soft-skill behaviors. The easily configurable, out-of-the-box solution gives every organization the flexibility to focus on what matters most.
The unlimited possibilities of Real-Time Interaction Guidance.
Empower contact centers to achieve their objectives by bolstering sales, improving complaint management, ensuring adherence to regulations, and improving customer sentiment.
RTIG is a solution designed to provide agents with on-the-spot sentiment analysis and real-time supervisor monitoring during customer interactions, helping them self-correct and deliver more accurate and efficient responses in real time.
Benefits include improved agent performance, increased customer satisfaction, reduced handling time, in addition to enabling supervisors to monitor agents remotely and quickly pinpoint agents in need of intervention.
Live monitoring empowers supervisors to monitor and intervene in agent interactions in real time from any location. This capability allows supervisors to provide immediate support and guidance to agents, ensuring consistent service quality and rapid issue resolution.
Real-Time Interaction Guidance uses advanced CX AI to enhance agent performance. RTIG offers agents two types of guidance.
Yes. Each type of guidance is customizable. You can specify the words and phrases to listen for and choose the behaviors to monitor. You can also define the suggestions and alert messages agents see. You can use the same behaviors and phrases for all agents in your organization. Or you can create multiple profiles to offer different guidance by team.
RTIG currently supports North American English and International English.
Boost performance in an instant
Deliver contextually relevant guidance to agents on processes, compliance, and behaviors to achieve goals.
Get instant visibility into agent performance
Easily see which agents need coaching and when to intervene from any location.
Add a trusted advisor to every interaction
Empower contact center agents to be their best on every interaction with immediate guidance on next best actions and soft-skill behaviors.
Accelerate new agent onboarding
Get new agents up to speed quickly by reinforcing skills and procedures learned during training.
Provide just-in-time prompts
Keep customers engaged and happy by guiding agents on key elements of the conversation to improve the experience.
Analyze agent soft-skills
Remind agents to build rapport and encourage active listening based on AI models that understand customer cues across all industries.
Deliver objective guidance
Immediate feedback with integrated, easy-to-understand prompts and specific recommendations to steer the conversation while it’s happening.
Live supervisor monitoring
Live monitoring and intervention of agents from any location.
Speech analytics: Listens for certain words or phrases during the conversation. It offers suggestions based on words that are said (or not said) during the interaction. It can listen to the agent, the contact, or both.
Behavior guidance: Measures soft-skill behaviors using Enlighten AI, such as empathy and rapport building. It scores the agent's performance in real time for each behavior. It can show alerts to agents when their score falls below the level you configure. This feature is a separate product.
