the AI for real-time agent assist

Supercharge your customer interactions with eXpert AI

Discover and amplify the top performing agent strategies and tactics that lead to successful business outcomes. Enhance customer interactions using real-time agent coaching powered by an eXpert Model.

Introducing eXpert Model as a Service

AI designed to scale only the very best strategies

The XLM^TM Studio is a suite of tools and workflows that connect your sales, compliance, and customer experience goals with conversational behaviors that produce the best results. The XLM^TM empowers your business to identify and scale your top performing strategies and tactics to every agent, in every call, in real-time.

THE 4 COMPONENTS OF THE XLM

Data Hub: A trusted, flexible way to share your desired training dataset: audio files, transcript files, outcome data, knowledge base articles, agent training material, etc.
eXpert Finder: Analyzes the dataset provided to identify who is best at what – including the context-based actions, strategies, and behaviors used by your top-performing agents in different scenarios.
Conversation Builder: Transforms and collates the insights from eXpert Finder into contextualized conversational talking points that feed the XLM^TM. This functionality empowers a business user to add, remove, and edit all data — a critically important feature for regulated industries.
XLM^TM Simulator: Test the performance of your eXpert Model before your agents engage it. Play out conversations, fine-tune the generated responses, and scale only your very best, compliant, strategies.

The eXpert Model

How the eXpert Model improves your business

XLM^TM Studio delivers more than AI-enhanced eXpert Models. It’s easy to integrate, fast to activate, and achieves your business objectives year after year.

Tech-agnostic

Works with Amazon Connect, Avaya, Cisco, Five9, Genesys, Liveperson, NICE, Nuance, Salesforce, SnapEngage, Talkdesk, and all others.

Improves compliance

Provides and tracks, in real-time, the use of required and regulatory agent actions to ensure agents are always saying the right thing at the right time.

Reduces Transfer and Repeats

Improves the quality of agent responses to maximize the customer experience and satisfaction, at the first point of contact.

Accelerates results

Only scale the language, behaviors and strategies that deliver the best results for improvement that begins on day one.

Mimics your best agents

Bring the language, tactics, and strategies of your best agents to every agent.

Continuous improvement

AI-driven analysis of customer engagements continually improves your eXpert Model. With XLM^TM as a Service you can review proposed optimizations before they are scaled to your agents.

33 %

Reduction in agent attrition

18 %

Increase in Medicare Advantage sales conversion rate

25 %

Increase in at-home patient scheduling conversion rate

14 %

Increase in dollars collected

23 %

Decrease in average handle time

20 %

Increase in NPS score

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You've never seen better business outcomes.