Snr CX Agents
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Senior agents will have the ability to empathize with customers that may become frustrated working with A.I. model's responses. Customers can engage with live humans in an escalation process or at their request.
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Senior agents will have a deeper understanding of complex multi-layer issues related to a client's domain-specific product information. This will be especially true if a client's offering changes with updates, new products/ services, and new releases.
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Senior agents take over situations requiring nuanced judgment. Examples include billing disputes, compliance-sensitive questions, multi-system troubleshooting, legal/contract concerns, or dissatisfied customers that exceed A.I. authority.
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Senior agents can step in during client-lose risk situations, to manage difficult conversations and come to resolutions.
