Task Orchestration
The Next Generation Agent Assist Solution
Task Orchestration extends Interactions Human-in-the-loop (HITL) technology as part of its agent assist offering. It powers our vision of making every interaction effortless, creating a world where customers can complete any task via a single craveable experience instead of being left on hold or transferred when they get stuck.
Instead of transferring calls to live agents, Task Orchestration flips the traditional agent assist paradigm. AI leads the conversation, with human agents assisting in the background on-demand. This approach streamlines agent tasks and increases efficiency, ultimately benefiting contact centers and customers alike.
The end result is greater savings for you and increased self service freedom for customers
How Task Orchestration Benefits You
Greater Customer Freedom
Task Orchestration reduces customer effort by speeding up task completion and has led to a 30% decrease in customer call time, eliminating the need to wait on hold for an agent.
Lower Agent Handle Time (AHT) by 50-70%
The IVA handles the customer interaction and only loops in an agent when they’re needed, decreasing AHT by 50-70% and customer Time to Resolution (TTR) by 30%
Liberate Live Agents from Unnecessary Escalations
The IVA retains control throughout the interaction, collaborates with agents discreetly, and enables customers to interact with your brand according to their preferences
Universally Applicable to Your Entire Agent Pool
Any agent, regardless if they’re still in training, voice/digital queue, or the language they speak, can assist customers with clear guardrails in place
Take a Tour and Experience Task Orchestration!
We were looking for an opportunity to automate things from the customer’s perspective and gain insights and cost savings from the company’s perspective. We're finding happier customers, more efficient time, and we're getting really, really rich valid feedback from our agents.
Ryan Smith, Sr. Director
Customer Care Strategy & Operations at GoDaddy
