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Empower Human+AI

Case Study

Case Study

Supercharge success for your Human and AI Agents!

AgentPerformance.ai is an AI-powered training platform designed to help organizations improve agent performance through real-time simulations, conversational AI, and data-backed feedback. Whether in sales, customer service, or support, agents can practice real-world scenarios, refine their approach, boost confidence and improve outcomes.

Finance, Banking & Insurance

#PerformanceOptimization

#IntelligentAutomation

#AIEnhancedCX

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The Challenge

Slow Onboarding:New agents take too long to become proficient. Limited exposure to diverse customer scenarios delays confidence and skill-building.
Skill Gaps in Tenured Agents:Difficult to identify knowledge and behavioral gaps. Lack of targeted training for competency improvement.

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The Vision

  • Developed and deployed a sophisticated virtual agent within weeks, equipped with domain-specific expertise and human-like conversational abilities.
  • Integrated with enterprise APIs and services, offering rich functionality.
  • Supports multi-modal and multi-channel interactions, including text via phone, web chat, and more.

What we did

For New Agents

  • Build scenario libraries with scoring criteria.
  • Generate AI-simulated calls that mimic real customer interactions.
  • Cover diverse situations using AI-generated synthetic leads.
  • Auto-score calls and provide actionable feedback.

For Tenured Agents

  • Analyze real call recordings to identify skill gaps.
  • Tailor AI-simulated calls to address specific gaps.
  • Deliver detailed outcome-based feedback and suggestions.
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The Results

Improved customer engagement and enhanced
customer satisfaction

SPH

  • Achieved a higher Sales Per Hour (SPH).

Higher Conversion Rates

  • We are able to increase the conversion rates.

Quality Scores

  • Achieved quality scores for both human and AI agents in Sales and Customer Service.

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