Real-Time Agent Assist with ChatGPT
Unlock the unlimited potential of your contact centre with the only AI assistant your agents will ever need
CoPilot from Awaken is an AI-powered agent assistant that guides and coaches your agents, helping them deliver exceptional customer interactions.
Trusted by over 850 brands across 40 countries
Ensure your agents have everything they need to
deliver exceptional customer interactrions
What is Awaken CoPilot?
Awaken CoPilot is a revolutionary new agent assistance tool, powered by Microsoft Azure’s OpenAI capabilities. It is a secure and easy-to-use real-time assistant that automates repetitive tasks and improves the agent’s ability to manage complex customer interactions.
CoPilot can listen and transcribe interactions live, understand and analyse multiple intents, identify entities (such as names and addresses) and use these to alert and coach the agent. Plus, summarise conversations, and enable the agent to ask it questions based on the interaction and get human-like responses, collated directly from the interaction data.
One Assistant. Unlimited potential.
Real-time agent assistance for the most complex interactions
Guide your agents to a successful outcome
Let your technology do the heavy lifting and let your agents service your customers. We've uniquely blended live transcription, intent analysis, entity mapping and agent coaching to ensure your customers get the experience they deserve.
Business benefits
- Reduce training times by 60%
- Improve agent retention by 50%
- Improve customer satisfaction by 50%
- Reduce average handling times
Agent benefits
- Let's them learn one simple process
- Makes their job easier
- Puts the right data at their fingertips
- Let's them focus on the customer
One assistant. Unlimited potential.
Real-time alerts and intent checklist
Awaken CoPilot listens to the conversation between the agent and the customer, analyses the utterances and through the power of AI confirms to the agent when they have completed an element of the conversation workflow. Alerts can be customised to appear when certain words of phrases are mentioned.
Unleashing the power of ChatGPT
Awaken CoPilot leverages Microsoft Azure's OpenAI capabilities. This not only means the solution is incredibly secure but it can utilise ChatGPT to deliver services such as call summarisation, knowledge-base lookup, and even allow the agent to interrogate the interaction data itself.
Customiseable intent analysis
With Awaken CoPilot we've built an easy-to-use intent builder which allows you to build and optimise your intent analysis in just a few seconds. Awaken CoPilot can then listen and identify when multiple intents are expressed, alerting the agent or the operations team.
Flexible deployment modes
Awaken CoPilot can be used in a number of ways. It can sit in the background listening and analysing, or it can be an active agent coach, forming part of their active desktop. You decide how you want your agents to engage with the CoPilot widget.
Enterprise-grade security
Security sits at the heart of the Awaken product portfolio - and Awaken CoPilot is no different. Our agent guidance solutions offer two-way data transfer between all your core systems, such as CRM and support tools. Our work with ChatGPT, for example, all lives in a privately and locally hosted instance of Microsoft Azure, so you know your data is safe at all times.
ChatGPT
Utilising the very latest version of ChatGPT ensures the solution is extremely fast - this means no delay in intent analysis, entity identification, or call summarisation. Critical when delivering real-time services for agents.
See positive ROI in days with AI-powered software that scales with you
Integrates with your existing systems
Awaken provides a “work with” rather than a “rip and replace” approach. Run as a standalone platform or we’ll help you integrate all your existing tools and cross-channel data sources, including your: CRM, CMS, telephony providers, eCommerce systems, social media feeds, and more.
Reduce reliance on IT with a low-code set up
Enable non-dev teams to build and adapt workflows (and scripts), streamline customer journeys and allocate resources effectively with a simple drag-and-drop editor. Reverse engineer and scale winning conversations fast.
Awaken’s consultative approach
Gain invaluable insights (that you wouldn’t otherwise get) from our expert team, who have decades of experience working with 100s of contact centres from around the world. Start using insider tactics and strategies today.
Getting started with Awaken
First, we help you understand all your processes and prioritise which need AI assistance.
Transform customer experience & agent wellbeing
What sets Awaken apart is the superior ongoing support. Get help ironing out your processes from our team of experts with over 35 years experience in owning and operating contact centres.
Seamlessly guide your agents live in the moment
Our live agent assistant work seamlessly with Awaken's other technologies and your in-house sytems. This means you can decide what services you turn on and off dependant on customer use case.
Flexible. Intelligent. Secure.
Works effortlessly alongside your existing tech stack.
Awaken integrates with your current systems, such as, telephony provider, CRM and internal systems data, web analytics and more.
FAQs
We set up and build your bespoke system for you and get you up and running in a matter of days.
"There's no doubt that Awaken's technology plays a crucial role in driving a frictionless and timely resolution too much of the support we provide"
Roddy Forfar | Director at Aquarius
75%
Of Gartner Magic Quadrant companies use Awaken
20,000+
Of our agents are empowered by Awaken
98%
Reduction in call coding errors since using Awaken
Get up and running in less than a week
Monthly Rolling Contracts - Get ultimate flexibility.
How you're charged:
- Set-up - we help you deploy and make sure your teams are comfortable with some training.
- Ongoing support - we're always on hand to help you get the most out of Awaken.
- Only pay for what you use, not number of users – multiple users come as standard.
Discounts apply for committed volumes.
Here's what our customers have to say...
The platform allows us to simplify complex business processes into user-friendly scripts that require little to no training, streamlining upskilling and onboarding all while minimising error handling and complaints.
Revolutionising the way we handle customer interactions. We are solving the problem of all agent data points in one functional interface. We have realized efficiency, ease of use, and an increase in accuracy.
A powerful and flexible tool. Awaken is versatile and flexible, allowing entirely new campaigns and workflows to be developed in a matter of hours.
Getting started with Awaken
Post-Call Analytics is one piece of Awaken’s complete suite of contact centre software. Each product feature is powerful as a standalone, but when used together they’re even better.
Real-Time Agent Guidance
Guides agents with dynamic ‘next best action’ prompts in real-time
Imagine if customers received the perfect response every time. Reduce handling times, inject confidence into your agents and turn customers into evangelists.
Benefits
- Shrink onboarding time by 60%
- Reduce recruitment and training costs
- Increase agent confidence and improve churn
Post Call Analytics
Reveal the true voice of your customer – across 100% of interactions
Conversational analytics software to help you understand customer interactions across all channels on a deeper level. Lift your contact centre performance and agent morale.
Benefits
- Understand customer sentiment like never before
- Empower teams with actionable insights
- Improves customer satisfaction by 49%
Auto QA
Leave manual, error
prone QA processes
in the past
Replicate and scale quality scoring across 100% of interactions. Improve compliance and consistency for better customer service and happy regulators.
Benefits
- Reduce time-intensive admin
- Review 100% of interactions for fast improvement
- Provide better support to agents
Ready to see your customer experiences improve instantly?
Get a free demo of our Real-Time Agent Guidance solution to see how we are improving the bottom line of 100s of businesses through contact centre optimisation.
