Associate
Augmentation
AI-enhanced services increase productivity and free up time to build empathetic relationships with customerst
Associate
Augmentation
AI-enhanced services increase productivity and free up time to build empathetic relationships with customerst
Our suite of associate augmentation services blends the latest technologies with talent trained to get the most out of the tools. Our platform is like a digital personal assistant providing guidance, coaching, and personalized responses so your front-line team can stay ahead of your customers’ changing needs.
Real-time knowledge assist
No more need to toggle across multiple screens to find the answer. With real-time knowledge assist, associates always have the right answer at their fingertips in one place.
Guided workflow
Administrative tasks can take on a life of their own. With guided workflow, associates have a digital assistant to help.
Summarization
Post-interaction summaries are created in real time with transcription summarization.
Suggested responses
Serve up the right answer based on personalized customer intents.
Next best action
Associates can grow revenue and customer loyalty when they have the insight to anticipate and deliver the next best action that customers will want.
Give associates a central point for critical insight
A leading automaker used AI and machine learning to monitor live calls with customers and scan relevant data to serve up customer intents, next best action recommendations, and relevant knowledge articles to the associate in real time.
10%drop in AHT
Intelligent routing and AI chatbots reduce customer frustration
Customers rated the quality of AI interactions and connected with human associates to get the right answer and keep the information fresh and relevant.
95%CSAT
4 reasons why you should use the right CX partner
Discover how to optimize your contact center operations with innovative collaboration. Today’s contact center workforce must have complex problem-solving skills, excel in people management, coordinate well with others, and possess high emotional intelligence.
4 reasons why you should use the right CX partner
New CX insights from TTEC
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Welcome to TTEC Malaysia
Meet customer demand with Asian language support and CX excellence
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Providing Rapid Contact Centre Assistance During Disaster Relief
After a massive flooding, when more than half a year’s worth of rain fell in the span of just three days, we stood up a 191 person contact centre to help the Red Cross support the flood victims.
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No Time to Lose
We set up hotline support service through 10 locations, including three new pop-up sites. TTEC got these sites ready to go, with technology in place, within just one week.
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Telecom Seamlessly Scales Apple Business Chat Support
A global telecommunications service provider wanted to expand its messaging services, including support for Apple Business Chat. We accelerated the training using AI and machine learning technology to simulate actual customer scenarios.
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Energy Firm Lights Its Future with Customer Strategy
Our client, was trying to find a way to keep their customer's business. We helped define a new customer experience strategy and roadmap, ending with defining a consistent customer experience.
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Associate Assist bot drives knowledge base efficiency
Our Associate Assist bot automatically provides suggested responses and supporting knowledge articles to the contact centre associates
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Customer Assist bot to the rescue
Basic inquiries handled by associates were reduced through deployment of AI-powered Customer Assist, freeing up time to focus on more complex interactions
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Handle Time Down 29% and Customer Satisfaction Up 36%
Our client was looking for a way to develop a better way for their associates to handle their high-value customers. With our help they were able to get their current associates up to date on best practices.
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Ready, Set, Go!
A leading auto manufacturer drove customer loyalty with an integrated approach to customer experience.
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Consistency Drives Efficiencies
A technology manufacturer linked NPS to customer touch points to increase accountability and satisfaction.
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Making the Last Mile Count
Proactive and insight-driven customer support delivers an exceptional service experience for a hyper-growth brand.
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A Clear Vision Spurs Sales and Service
A near-shore team of brand ambassadors help guide online customers through the sales and service journey.
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