Over the past few months, we have been dedicated to pushing the boundaries of what AI can do for customer support. As teams grow, maintaining high-quality coaching becomes increasingly challenging. Traditional manual coaching methods often fall short, especially when addressing the unique needs of each team member in a large, dynamic environment.
We are thrilled to announce the launch of our new AI Coaching feature, designed to transform team support by providing personalized, data-driven insights that scale seamlessly. With AI Coaching, every agent receives the attention they deserve, no matter how large your team gets.
But how is it different from what everyone is already doing? This is where it gets interesting.
AI Coaching fully automates the feedback loop. Managing and supporting your customer support team becomes more efficient and effective. This feature not only saves time but also ensures that each agent receives personalized, data-driven feedback, enhancing overall team performance.
📈 How does this feature work?
AI Coaching operates through a streamlined, four-step process. First, coaching rules are created to define the scope of teams, agents, QA scorecards, and time periods for coaching.
Next, coaching cards are automatically generated on schedule for all selected agents, incorporating all existing QA ratings, QA notes, and ticket content.
Managers then review the coaching cards, add necessary information or personal touches, and publish them. Finally, agents are notified as the coaching cards become available for them.
💡To wrap up
AI Coaching represents a groundbreaking advancement in customer support, embodying a truly innovative and forward-looking approach to team development. As customer support teams grow and the complexity of interactions increases, AI Coaching ensures that every agent receives tailored insights and proactive guidance, elevating overall performance and efficiency.
We invite you to visit our Help Center for more detailed information on this feature and how it can benefit your team. Stay tuned as we continue to innovate and bring you the best in AI-powered solutions.
