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Our agents work alongside AI tools that make them faster, more accurate, and more consistent: without replacing the human judgement and empathy that customers value.
DigiTalker's AI-augmented agent model integrates artificial intelligence directly into the agent workflow. As agents handle calls, AI tools run alongside them: providing real-time transcription, surfacing relevant knowledge base content, flagging compliance requirements, and generating post-call summaries automatically. The objective is straightforward: give agents better tools so they can focus on the conversation rather than on administrative tasks.
This is not about replacing human agents with automation. Our experience across hundreds of thousands of customer interactions has shown us that the most effective contact centre operations combine skilled people with intelligent technology. AI handles the information retrieval, the compliance monitoring, and the documentation: the agent handles the relationship, the judgement, and the problem solving.
The practical benefits are significant. New agents reach competence faster because AI guides them through complex scenarios during their first weeks on the phones. Compliance scores improve because mandatory disclosures and regulatory scripts are prompted automatically rather than relying on memory. Quality assurance coverage increases from a typical 3-5% manual sample to 100% of calls, generating coaching insights that were previously invisible. And after-call work is reduced because summaries are generated automatically, freeing agents to take the next call sooner.
Capabilities
As the agent speaks with the customer, AI surfaces relevant knowledge base articles, suggested responses, and next-best-action prompts. Agents spend less time searching for information and more time focused on the conversation.
Every call is automatically summarised with key discussion points, actions agreed, and follow-up requirements. This eliminates manual after-call work and ensures consistent, accurate call notes across every interaction.
Real-time sentiment analysis monitors customer tone and language throughout the call. When negative sentiment is detected, supervisors are alerted and agents receive guidance on de-escalation and empathy techniques.
AI monitors conversations against required compliance scripts and regulatory disclosures. If an agent misses a mandatory statement or veers into non-compliant territory, a prompt appears immediately to guide them back on track.
Instead of manually reviewing a small sample of calls, AI-powered QA assesses every call against your quality scorecard. This provides 100% coverage and identifies coaching opportunities that manual sampling would miss.
Post-call analysis generates individual and team-level coaching recommendations based on performance patterns. Supervisors receive structured reports highlighting specific areas where agents would benefit from additional training.
Process
AI monitors the conversation in real time, processing speech from both the agent and the customer. The system transcribes the dialogue, identifies topics and intent, and tracks sentiment as the conversation progresses.
Based on what it hears, the AI surfaces relevant information: knowledge base articles, compliance prompts, suggested responses, and next-best-action recommendations appear on the agent's screen automatically, without interrupting the call flow.
After the call, AI generates a complete summary, assigns quality scores, and produces coaching recommendations. Over time, the system identifies patterns in agent performance and customer behaviour that inform training programmes and process improvements.
We can demonstrate how our AI tools integrate into the agent workflow and show the impact on quality, compliance, and efficiency. Contact us to arrange a walkthrough.
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