There is a lot that human beings are known for doing well, but at the same time, there remains an awful little that we do better than growing on a consistent basis. This progressive approach, on our part, has already got the world to hit upon some huge milestones, with technology appearing as a major member of the stated group. The reason why technology enjoys such an esteemed stature among people is, by and large, predicated upon its skill-set, which ushered us towards a reality that nobody could have ever imagined otherwise. Nevertheless, if we look up close for a second, it will become clear how the whole runner was also very much inspired from the way we applied those skills across a real world environment. The latter component was, in fact, what gave the creation a spectrum-wide presence, and consequentially, kickstarted a tech revolution. Of course, this revolution then went on to scale up the human experience through some outright unique avenues, but even after achieving such a monumental feat, technology will somehow continue to produce the right goods. The same has grown increasingly evident over the recent past, and assuming one new fintech-themed development shakes out just like we envision, it will only make that trend bigger and better moving forward.
Zenarate, the leading AI Simulation Training solution for contact center agents, has officially won the Banking Tech Award in the FinTech of the Future – Artificial Intelligence & Machine Learning Category. According to certain reports, the stated award was presented at Banking Tech Awards USA and it recognized Zenarate solution’s ability to be that “flight simulator” for customer and prospect engagement. This covers agents getting trained through life-like conversation, screen, and chat simulations to master high-impact topics they will face with live customers and prospects. Talk about things on a slightly deeper level, Zenarate effectively leverages advanced NLP and NLU technology to provide agents a realistic simulation training experience. By doing so, the given framework creates a mechanism where newly hired and tenured agents in training are able to role-play with their personal unbiased AI Coach. They can do it either at home or their office and they also won’t need any pre-written scripts whatsoever. But what kind of depth these AI-led conversations can actually achieve? Well, just like how human-to-human training would work, Zenarate’s AI coach makes a point to educate agents on specific aspects like tone, soft skills, and required best practices during their role-play simulations. To make the whole value proposition even more significant, there is an opportunity for contact center and training leaders to auto-certify agents in the context engaging with live customers through their Simulation Scorecard and Simulation Call Listening. Furthermore, the solution has on the offer an option which empowers agents to report top-decile user experience scores and create a lowdown on how real their simulations feel. This includes showing how their AI Coach improves their confidence, removes their anxiety, and prepares them to interact with live customers. Conceiving an immediate KPI lift, Zenarate’s solution practically packs together 56% faster agent speed-to-proficiency, compared to what we see in traditional training. Apart from that, it also brings to the table an estimated 33% higher average CSAT (customer satisfaction) scores from agents, as far as delivering soft skills, best practices, and first call resolution, is concerned. Hold on, there is more. Considering its absolute focus on simplifying the procedures and making them user-centric, the product in question features a 32% lower agent attrition rate as well.
“We are thrilled to be recognized by the Banking Tech Awards USA for our AI Coach simulation training solution that improves agent confidence and performance,” said Brian Tuite, CEO and Founder of Zenarate. “Winning a Banking Tech Award, especially in the FinTech of the Future – Artificial Intelligence & Machine Learning Category, is a reflection of our national and regional bank clients using their AI coach to transform KPIs in customer service, collections, fraud, wealth management, and banking centers.”
As for Banking Tech Awards USA, it is put in place to recognize notable achievements in the banking and fintech industry across the United States, covering banks, financial institutions, software providers, teams, and individuals, to form its focal point.
Founded in 2018, Zenarate’s excellence in what it does can be understood once you learn that the company has delivered more than 16 million agent simulations in 15 different languages to name-brand clients in financial services, insurance, healthcare, telecommunications, technology, retail, and travel industries. While its core technological offering has certainly played a big role in helping Zenarate reach that sizeable figure, it is also a result of how easily you can onboard and deploy the solution within your original workflow. You see, it doesn’t mandate the input of any personal details, account information, IT integration to test or implement. Instead, the only IT requirements are a Chrome or Edge browser and a headset for agents to role-play with their personal unbiased AI Coach.
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