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Minerva CQ Agent Assist For Salesforce | Workflows, Agent Experience, CSAT, NPS

People + AI = Better Outcomes

Overview

Unlock the benefits of AI-driven, next gen agent assist capabilities powered by adaptive workflows with the Minera CQ Agent Assist Adapter for Salesforce - a pre-built integration that will help you optimize your existing Salesforce processes and vision.

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  • Unique AI-driven workflows adapt, in real-time, to the conversation giving the agent the precise steps and dynamic guidance needed to confidently and quickly resolve a customer issue or close a sale.

  • The optimal workflow (shortest/best) is identified and generated by AI for the customer's particular journey in real-time.

  • Consolidates data from different systems, by pulling only relevant data (CRM, billing, shipping, fulfillment etc) at the right time in the conversation when needed.

  • Agent experiences are "keyboardless" for information capture when customer utterances are automatically captured for form completion (e.g. name/address capture).

  • Knowledge surfacing provides the right answer and snippets of knowledge rather than the entire knowledge base article. This saves time and decreases cognitive load for agents.

  • Extractive summarization at the end of each call or chat provide the key actions taken in the interaction and are instantly pushed back into CRM and other enterprise systems of record.

  • 100% of interactions receive an AI-generated CSAT and NPS score, at the end of each interaction, as well as a view of the sentiment progression throughout the interaction

  • Automates quality assurance (QA), monitors compliance, and provides recommendations for agent training.

  • Real-time insights into agent interactions and key metrics are provided to team leads and supervisors for timely support and intervention.

Unlock the benefits of real-time agent guidance with the Minerva CQ adapter for Salesforce. Minerva CQ provides a full set of agent assist capabilities. Here's how it works. 1. Before the call/chat – contextual customer journey data is provided to the agent 2. When customer states his/her issue – optimal workflow automatically surfaces to resolve the issue 3. During the conversation – workflow adapts, in real-time, to what’s being said in the conversation, automatically grabbing data from different systems, capturing information to complete fields, and shaving off unnecessary steps. 4. Enriching the conversation – agents are coached with dialogue suggestions, behavioral cues, and knowledge surfacing (answers, articles, forms, videos, etc ) throughout the call/chat 5. After the call/chat – Auto summary instantly provides passive CSAT & NPS scores, sentiment progression, call/chat drivers, and topics /decisions for 100% of interactions. Information then imports into the CRM or system of record.

Categories

Business Needs
Customer Service
Agent Productivity
Field Service
Industries
Communications
Energy
Healthcare & Life Sciences
Personas
Service Agent / Supervisor
Features
No Limits
This product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in Help
Lightning Ready
Optimized for Salesforce orgs that use Lightning Ready.
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
Lightning App Builder
Ready to use in the Salesforce Lightning App Builder.
No Limits
Lightning Ready
Managed Package
Lightning App Builder