Use ai to monitor and manage the contact center

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Because this was a unique case, agentforce uses the details of tawni’s conversation with austin and the context of austin’s issue to generate a new knowledge article. Tawni reviews the draft, adds some extra detail and pushes it into the approval queue. And boom – ai makes knowledge management a lot easier.


customers and service reps aren’t the only ones who benefit. Contact center ai can also bring incredible insights to help managers understand service operations performance, and improve it. With ai, you always know how your contact center is performing, in real-time. And you can quickly spot and diagnose any issues in terms of reasons for calls, negative sentiment, or long wait times.

Let’s return to our fictional internet company, nation-wide web, for a student data final example.

It’s the first of the month, and nation-wide’s contact center manager, maria, wants to get a better understanding of how her team – both ai agents and service reps — is doing so far today. Maria refills her cup of coffee, sits down in front of her console, and asks agentforce for some call center analytics. Here are her first few questions: “how many customers are on calls right now? What’s the average hold time? What’s the channel mix at the moment?