Germany – Software package and information systems – Agent-Assist-System in der Kundenbetreuung

The subject of the tender is the provision, implementation and operation of an AI-based agent-assist system for telephone customer service. To increase service quality and efficiency during customer contact, an agent-assist solution is to be introduced that supports employees during customer contact. The solution to be introduced should provide employees with context-related action recommendations and relevant articles from knowledge management in real-time. Furthermore, the solution should provide real-time coaching functions and, in the final result state, create automatic call summaries upon completion of the call, which should be automatically transferred and stored in the CRM system of the BIG according to a defined structure.