Jabra is launching a new Software-as-a-Service (SaaS) solution, Engage AI, using Artificial Intelligence (AI) technology that provides real-time insights to improve customer calls and support employee wellbeing.
Engage AI assesses both the caller and agents’ conversation and levels of engagement. The solution, which works well with most contact center systems, provides an instant measurement of the customer experience and live coaching on how to manage the given situation. When agents deliver a friendly and energetic voice, it demonstrably improves customer satisfaction and conversion rates, and reduces call length, thereby saving costs.
Such real-time insights allow agents to adjust their approach during calls immediately to better suit the caller’s needs as well as post-call in the form of engagement scores to understand areas of improvement. The engagement score and data can also be integrated into existing analytics platforms via API.
The SaaS solution comes with tools to support skill development and improve team management. Contact center agents can get access to self-coaching assessments and performance evaluations which are strength-based, inclusive and personalized for each agent and team.
The AI model is based on over 20 years of research and millions of analyzed conversations by the world’s most prolific voice AI scientists at audEERING, a Munich-based technology operation. Jabra says Engage AI is easy to implement as it works across all dialects and languages. It is ideal with Jabra Engage headsets, which enable additional features such as measuring background noise, but works well with all professional headsets.