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How noHold's AI is improving efficiency in call centers

A report on how one call center used the power of SICURA Quickstart to leverage AI in their centers

Technology trends and news by Josiah Motley
April 27, 2017
Short URL: http://vator.tv/n/4976

Artificial intelligence is continuing to be implemented in multiple sectors of business and leisure, and call centers are no exception.

In a field that requires quick and accurate answers, call center employees that can leverage the power of artificial intelligence to help in their calls not only makes their lives easier, but also provides quick and accurate answers to the person on the other side of the phone or computer.

NoHold, a company focused on knowledge management through the use of AI has worked with call centers in the past to improve efficiency for call centers, but it required programming and needed noHold to work hand-in-hand with the company to get the Virtual Assistant up and running.

That was exclusively how noHold functioned as a company until late 2016 when they released SICURA Quickstart, a platform that allowed people and companies with little to no programming knowledge to assemble a knowledge base and Virtual Assistant, Albert, based on pre-existing documents. People started using this system for a multitude of tasks, including one call center who deals with tech support and customer care all over the world. They quickly and easily created their own bot to help their agents out on calls.

In this example, a call center manager used a Word document to compile all of the knowledge and uploaded it to the Quickstart platform. WIthin minutes, the bot was created, and almost instantly the call center noticed results. Getting an agent up to speed was reduced from a one month timeframe down to a single week. Average Handle Time (AHT) dropped by 12 percent. The company also noticed a drastic improvement with consistency and compliance when agents used the Virtual Assistant to access information quickly.

Diego Ventura, CEO and Founder of noHold says, “We believe that Albert is taking the Consumerization of IT one step further, empowering agents with the same sophisticated tools, such as bots, that people are starting to use in their daily lives.”