📣 Release: AI Coaching

Our new AI Coaching feature transforms 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 grows.

How AI Coaching Outperforms Manual Coaching

• Scalability and consistency: Easily scales with your team, providing consistent support.
• Personalized feedback: Delivers unbiased, data-driven feedback tailored to each agent.
• Efficiency and time savings: Automates data gathering and analysis, saving time.
• Data-driven processes: Utilizes vast data for deep insights and proactive coaching.
• Continuous support: Ensures uninterrupted, timely feedback for your agents.

How AI Coaching Works

1. Create Coaching Rules:
   • Define the scope of teams, agents, QA scorecards, and time periods for coaching.

1. Auto-Generated Coaching Cards:
   • Coaching cards are automatically generated on schedule for all selected agents, incorporating all existing QA ratings, QA notes, and ticket content.
2. Manager Review and Customization:
   • Managers review the coaching cards, add necessary information or personal touches, and publish them.

1. Agent Notification:
   • Coaching cards become available for agents, who are notified accordingly.

Benefits of AI Coaching

• Pre-Aggregated Coaching Cards: Managers receive pre-aggregated and summarized coaching cards for their 1-1 coaching sessions and meetings with agents. This eliminates the hassle of manually aggregating information, a common struggle for many teams.
• Scheduled Updates: The process is scheduled to run at regular intervals, such as every two weeks or every month, ensuring consistent and timely feedback.

With AI Coaching, 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.