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Minerva CQ Agent Assist For Salesforce | Workflows, Agent Experience, CSAT, NPS
People + AI = Better Outcomes
- Industries
- CommunicationsEnergyHealthcare & Life Sciences
- Business Need
- Customer ServiceAgent ProductivityField Service
- Requires
- Sales CloudService Cloud
- Compatible With
- Service Cloud
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.
Highlights
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.
Provider Details
Minerva CQ makes it easy for contact center agents to collaborate with AI to perform better at their jobs. Our real-time agent assist platform is unique in that it continuously adapts--at each conversational turn between customer and agent--to drive the customer interaction forward with the most effective and efficient resolution. Agent workflows, dialogue suggestions, behavioral cues, and knowledge surfacing are dynamically generated by AI giving agents true real-time guidance to boost FCR, CSAT, and NPS while reducing AHT and agent onboarding times. Minerva CQ has been recognized by Gartner in "Getting Started With Technology for the Connected Rep", Forrester Research in its Conversation Intelligence for Customer Service Landscape and Opus Research in its Conversational Intelligence Intelliview report.
Pricing Details
Our pricing model includes: 1. Monthly per-seat license fee with volume & term discounts available 2. One-time implementation fee
Agent Assist
$10 USD/user/month