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Transform Agent Experience With Intelligent Tools and Insights

Give your agents the support they need to work smarter, not harder. With unified workflows, AI-driven guidance, and real-time insights, CloudSens helps agents resolve issues faster, stay more engaged, and deliver consistently exceptional experiences.
Agent experience
Overview

Creating Seamless, Supportive Experiences for Every Agent

CloudSens enables the consolidation of previously siloed data systems, process automation, and the optimization of smart workflows. These systems provide agents with internal real-time data and actionable customer insights, enabling them to respond with greater speed, accuracy, and empathy. With the focus on human-centered design, the platforms reduce friction and cognitive overload, allowing agents to deploy their talents and best abilities on every customer interaction.  

Key Features

Essential Features That Elevate Agent Performance

Customer 360

Giving agents instant access to a complete, unified view of each customer—past interactions, preferences, history, and intent—enabling more informed, personalized, and confident support. This holistic visibility ensures agents can anticipate needs and resolve issues without unnecessary back-and-forth. 

Agent Console

Allow agents to benefit from a contemporary and user-friendly interface. They should be able to control and monitor single and multi-threaded customer interactions, as well as manage and manipulate customer records without leaving the dashboard. The dashboard should reduce the need to switch between applications and should allow agents to complete tasks without losing their flow and delivering quality experience. 

Chat Summarization

Automatically generate clear, concise summaries of customer conversations, reducing manual effort and improving accuracy. Agents can quickly understand context, pick up where others left off, and respond with precision—especially in high-volume environments. 

KB Assist

Equip agents with AI-powered knowledge suggestions that surface answers, these should be supplemented by artificial intelligence tools that go beyond the standard search engines, and that provide probable answers, outlines, and relevant documentation based on the agent’s input. Such tools should decrease redundancy in interactions, increase the speed of case closure, and reduce the mental effort involved in knowledge base searches. 

Automation

Routine tasks, data entry, and activities following agent-customer interactions should be automated. Such measures will allow agents to focus their efforts on tasks that require their judgment and expertise. Intelligent process automation will complete the tasks in the back-end without the agent’s involvement.  
Benefits

Business Benefits of a Modern Agent Experience Strategy

Higher Agent Productivity 

Empower agents to do more with less by centralizing information and automating manual, repetitive tasks so they can work smarter, faster, and with fewer interruptions.

Reduced Cognitive Load

Eliminate guesswork with workflows that lead the way, AI-based recommendations, and a 360-degree view of the customer to put agents in the best position to make the right decisions.

Better Accuracy and Consistency

Boost the quality of every interaction with real-time knowledge support, AI-enhanced responses, and safeguards to maintain consistency across the board.

Faster Handling and Resolution Times

Respond to and resolve customer queries as quickly as possible with automatic, real-time context, summaries, and streamlined workflows for better service and improved SLAs.

Empowered and Engaged Teams 

Agents will be more capable, supported, and in control of their work with frictionless tools, improved efficiency, and reduced errors for a better customer experience, lower burnout, and higher retention.

Scalable Workforce Performance 

Build a scalable service team that can handle increased workloads while remaining efficient and effective in their expertise, insights, and processes without added complexity.

Empower Every Agent to Perform at Their Best.

Give your teams the intelligence, clarity, and tools they need to deliver exceptional service with confidence.

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