Getting an incoming call for our agents was an anxiety-inducing event. They would sit in an "available" status for an indeterminate amount of time until a call came in... it could be seconds, or multiple minutes. When a call did arrive, it started immediately after a brief "whisper tone" which thrust the agent onto the call with no time to prepare. They would often scramble to make sure they had the right scripted greeting, something that was even more difficult because they could be servicing multiple partners during the day.

With AI making the automated part of the customer's experience easier, it was time for us to focus on the agent experience to create one seamless experience.

Our original vision for a transition from conversational IVR to a live agent was Joy (our AI), the customer, and the agent all live on the call together. The introduction of customer and agent should be just like a friend introducing someone in real life. However, technical challenges prevented this true, organic experience.

We had to pivot, but still wanted to maintain the spirit of the original vision, and give us a path to the full implementation in the future.

We completely hid the technical constraints for agents using the experience. Instead, they interpreted the standby as a moment to catch their breath before jumping on with the next customer, and loved having their personalized greeting ready to go in a focused state in front of them.

Give the actual experience a try below, or open the demo full screen to see the immersive experience.