AI-Powered Contact Center Excellence

Onboarding 50 new agents for a retail client campaign

"How can I get new hires productive in 5 days instead of 3 weeks?"

SmoothOperator.ai creates personalized learning paths based on each agent's background. AI-driven simulations let agents practice real scenarios, while automated assessments verify knowledge retention. Agents achieve certification 65% faster with 90% first-attempt pass rates.

Ensuring consistent knowledge across a 200-agent team

"How do I verify that all agents have current product knowledge?"

Automated knowledge verification tests are triggered weekly, with AI identifying knowledge gaps per agent and team. Targeted micro-learning modules are pushed automatically to address deficiencies.

Reducing training costs while improving quality

"Can we cut training time without sacrificing service quality?"

AI-guided training replaces 60% of classroom time. New agents learn by doing—with real-time coaching during their first live calls. Training costs drop while quality scores actually improve.

Handling a complex billing dispute during a live call

"The customer is upset about charges I don't recognize. What do I do?"

SmoothOperator.ai instantly surfaces the customer's billing history, identifies the disputed charges, and provides step-by-step dispute resolution guidance specific to this client's policies. The agent resolves the issue in one call.

Troubleshooting an unfamiliar product issue

"Customer has an error code I've never seen. How do I help them?"

AI searches across all technical documentation, identifies the error, and provides a step-by-step troubleshooting workflow. If the issue requires escalation, AI pre-populates the ticket with all diagnostic information.

Managing a team handling multiple client accounts

"How do my agents quickly switch between different client procedures?"

SmoothOperator.ai automatically detects which client the agent is serving and surfaces the correct playbook, SLAs, and escalation matrix. Agents don't need to memorize different procedures—AI guides them contextually.

Customer demanding a refund outside policy

"Customer insists on a refund we can't normally give. Do I escalate?"

AI analyzes the customer's history, lifetime value, and similar past exceptions. It recommends whether to approve, with confidence score and precedent citations. The agent can resolve 70% of these without supervisor involvement.

Overwhelmed with agent questions during peak hours

"I'm getting 30+ questions per hour from agents. I can't keep up."

SmoothOperator.ai handles routine policy questions, process clarifications, and exception guidance. Only truly complex decisions reach you—with full context and AI recommendations pre-attached.

Identifying why certain issues keep escalating

"What's causing our high escalation rate on this campaign?"

AI analytics identify escalation patterns: which topics, which agents, which times. Insights feed back into training modules and knowledge base improvements, reducing future escalations.

Checking order status at 2 AM

"Where's my package? I need it for tomorrow."

AI handles the inquiry via WhatsApp, retrieves real-time tracking data, and proactively offers options if delivery is delayed. No agent needed—customer gets instant resolution.

Processing 200+ support emails per shift

"I can't keep up with email volume. Most are routine questions."

AI auto-categorizes incoming emails, drafts responses for routine inquiries, and routes complex issues to specialists. Agents review and send AI-drafted responses in seconds.

Customer needs a document sent during the call

"Can you email me a summary of what we just discussed?"

AI generates a professional summary of the call, including action items and next steps, and sends it to the customer's email before the call ends—with the agent's approval.

Launching a new product with expected high call volume

"How do we handle the launch spike without hiring 50 temp agents?"

AI handles 80% of routine launch inquiries across voice IVR, chat, and email. Human agents focus on complex issues and high-value customers. Overflow is managed without quality degradation.