Floating Agent

A new floating pop-up window has been implemented in the wolkvox Agent Desktop application. This call simulation/attention window is automatically activated when the advisor moves to another window/program on their device during an active interaction. This improvement is specifically designed for sessions with video calls enabled, allowing constant visibility of the video stream (both from the user/customer's camera and the agent's camera) without losing sight of the interaction while navigating other applications or CRMs.

Benefits

• Continuous Visibility: Keeps the video stream active in the foreground (Always on Top), ensuring the agent does not lose visual contact with the client when switching applications.
• Efficient Multitasking: Facilitates navigation in other work programs (such as billing systems or databases) without interrupting the video call experience.
• Smooth User Experience: Eliminates the need to manually switch windows to verify that the video remains active or centered.
• Agility in Service: Provides a comfortable environment for performing background queries while handling a direct visual call.

Memory Agent

A new tab called Memory has been incorporated into the agent console interface (Agent Web). This tool is 100% powered by Artificial Intelligence and works integrated with the Speech Analytics solution. Its purpose is to provide the advisor with a complete and historical profile of the client during service. The panel automatically consolidates performance indicators (such as average customer sentiment, CSAT, FCR, and NPS), a narrative summary of the client's trajectory and interests, user profile data, and a log with summaries of the last 10 interactions or calls.

Benefits

• Real-Time Context: Allows the agent to know the user's history, behavior, and preferences before or during the interaction, improving the personalization of service.
• Integration of Key Metrics: Graphically and immediately displays quality and satisfaction indicators for the client (Sentiment, CSAT, FCR, NPS) processed by AI.
• Interaction History Traceability: Facilitates quick consultation of summaries and impressions of the last 10 previous interactions without having to review extensive recordings or records.
• Automated Profiling: AI takes care of extracting and organizing relevant information (interests, personal data, and notes) autonomously from conversations.