AI FOR CONTACT CENTERS

Predicting behaviors by analyzing operations

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Servers
Call Center
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Call Center Employee
 

HOW IT WORKS

The solution is in your data

Applango AI analyzes hundreds of KPIs and activities to find hidden patterns in every day operations.
The data is presented to you in a live dashboard inside Applango that is updated daily. All data is stored for as long as you're using Applango, allowing you to analyze trends over time.
You can easily monitor specific users' behaviors and usage by creating custom groups.

 

PREDICT AGENT ATTRITION

Find which agents are thinking of leaving

Unsatisfied and frustrated agents start changing their behavior at work even before they realize they want to move on. Applango’s Artificial Intelligence looks at changes in hundreds of behavioral parameters for each agent and predict who will resign in the near future.

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SERIAL CALLERS

Frustrated customers are clogging your contact center

Call Centers activities tend to be repetitive. Thousands, sometimes millions of customers, experience the same kind of disruptions and turn to a call center expecting a positive outcome. Some of those customers will escalate their problems to undesirable levels which could end in repeated calls, churn and lawsuits.

Applango's Artificial Intelligence constantly collects and analyzes hundreds of data points from daily operations and, on the base of previous outcomes, predicts which customers are most likely to become frustrated in the next days.  

To avoid critical situations agents need to take care of customers before their issues are escalated to critical level. Applango predictions prioritize call center activities in their effort to avoid such critical escalations.