Agent Experience & Intelligence

Optimising agent performance with a data-rich, easy to use interface

Efficiency - Automation - Experience

Customer service excellence through agent-bot partnerships



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Unparalleled
Agent Efficiency

AI chatbots allow agents to close over 300 conversations per day vs about 60 without AI, and deploy messages at scale

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AI Tools At
Your Fingertips

Agents deliver faster, more accurate and more personalised support with data-driven insights and AI chatbot automation

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All Channels
In One Space

Manage all conversations in all the digital channels on the same screen and enjoy the same functionality for each channel



AI + Agents
A Winning Combination

With AI chatbots, Webio customers automate an average of 75% of tasks and some go as high as 90% automation, which lifts the time pressure from agents and greatly improves productivity. In this agent-bot team, each member works to their own strengths to best carry out customer engagement, and the whole process is managed in a single area.

AI blended with agents beats AI on its own and significantly outperforms agents on their own. And Webio is an expert at getting this agent-bot working relationship right and in fully compliant conversation design. 
  

insight analytics dashboard

Artificial Intelligence
A Trustworthy Co-Pilot For Agents

The Webio platform offers a host of AI tools at every stage that help agents to understand
what a customer wants, extract key pieces of data and guide agents in how to best
respond for each customer's situation.



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UNDERSTAND THE CUSTOMER'S
EMOTIONS & SITUATION

Intent Recognition picks up what the customer is revealing and labels it (e.g. Vulnerable, Payment) to equip the agent for further actions.

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IDENTIFY AND EXTRACT
KEY PIECES OF DATA

Gather entities, such as dates, from within an unstructured response without having to ask for each piece separately.

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PRE-APPROVED RESPONSES
SAVE AGENTS' TIME

AI offers a selection of the most effective reponse options to the agent to choose from thus relieving pressure and increasing productivity.

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SUMMARISE ENGAGEMENT
WITH CONVERSATION HIGHLIGHTS

Quickly see the main thread of a conversation without reading the whole transcript, which is useful if an agent is coming back to or taking over a conversation.

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TRIAGE CONVERSATIONS
WITH ASSIGNMENT LOGIC

AI uses customer intents to determine the best conversation route. Also, chatbots will only hand over to agents when they cannot deal with a query themselves.

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AI ON YOUR SHOULDER
WITH AGENT ASSIST

Have an intelligent copilot work alongside agents to advise them using response suggestions, and to sound alerts when issues are flagged, e.g. ID&V has expired.



Agents Thrive When Working With AI

Agents are a contact centre's most valuable resource and partnering them with AI keeps them well-trained, highly effective and happy.

Easier to Recruit Agents

Agents prefer digital messaging to talking to customers on the phone, which makes the job more appealing to potential recruits.

Better Agent Training

AI simulations of real-world customer conversations are an excellent way to train agents.

Agents More Satisfied and Productive

Having AI as a co-pilot to agents equips them with accurate customer data and guidance. Furthermore, the AI chatbots handle the routine, tedious tasks and hand the more interesting issues to the agents, which gives them greater job satisfaction and purpose.

Improved Agent Retention

If agents are empowered, satisfied and feel fulfilled in their work, they are more likely to stay. This is especially true where the mental load is lifted from agents by having the AI come alongside them to help relieve the work pressure.

messaging campaigns

Campaigns at Scale
With Fewer Resources

Webio Campaigns provides full campaign control and flexible options with Smart Scheduling which offers useful management features such as throttling or increasing the speed messages are sent which manages available resources.

Since digital communication is asynchronous, campaigns can be paced according to the number of agents available to handle the conversations.

Both Inbound and Outbound Campaigns are simple to set up and manage.


Automate Campaigns with 80% Less Effort

Facilitated Compliance

Webio is vigilant about ensuring compliance across all bot conversations to keep companies safely within the governing regulations. All chatbot responses are approved by a human before going out to customers and Webio provides guidance for bot conversation design. 

Since Webio uses a Custom Language Model for its AI chatbots, it can implement full control of the language the bots use. Using AI, the Webio bots offer a few pre-approved response options to the agents from a library of the most effective customer engagement responses. This lifts the pressure off the agents and helps them to respond correctly and quickly.

Script transcripts can use for quality control and training, as well as an audit trail.

Chatbots identifying empathetic vulnerabilities in conversations

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Working side by side with clients, we make great things happen

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Find out how Webio's AI and automation in customer engagement positively impacts inbound and outbound customer engagement in your business.

METRICS WE’VE ACHIEVED

52%
Uplift in Payment Arrangements
42%
Increase in Agent Productivity
57%
Decrease in Operational Costs
48%
Increase in Customer Engagement

YOUR DETAILS

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