The Challenge:
Improve CX by solving customer issues efficiently and capturing accurate information about every interaction.
Agent Assist: A new opportunity to solve CX challenges
Callzilla first discovered Creovai when looking for a new conversation intelligence and quality monitoring solution. According to Neal Topf, President of Callzilla, the quality of their previous vendor’s product and customer service had declined as that company grew, and Callzilla wanted to work with a vendor that could serve as a true strategic partner.
Today, Callzilla is using Creovai Conversation Intelligence for most of their client base, enabling them to monitor call quality at scale and giving them actionable insights into agent performance and the customer experience. After seeing success with Conversation Intelligence, Callzilla also chose to invest in Agent Assist: Creovai’s AI-powered real-time guidance software.
While Conversation Intelligence helps Callzilla uncover insights to improve agent coaching and inform CX decisions, Agent Assist helps improve call outcomes in real time. It uses AI to analyze conversations as they happen, provides agents with relevant information and coaching, suggests disposition codes, and automatically generates call summaries.
"Agent Assist is so important to us because it allows us to resolve customer problems quickly while accurately capturing information about the interaction. We’ve found giving our agents this real-time guidance translates to higher resolution rates, faster completion of service, and fewer errors.” -Neal Topf, President of Callzilla
Early successes with Agent Assist
Callzilla is currently using Agent Assist to support one of their clients: a publicly traded consumer packaged goods company. Their initial goals were to speed up resolutions and reduce errors in call documentation.
Before Agent Assist, agents were responsible for manually entering disposition codes, customer information collected during the interaction, and call summaries. These tasks are prone to human error in any contact center—and errors can hinder a contact center’s ability to improve future interactions. In some cases, they can directly contribute to negative customer experiences, especially when agents act on inaccurate information from customers’ previous interactions.
“The disposition code error rate could be as high as 20% before Agent Assist,” says Topf. “Now, we’re under 1%. That’s a monumental improvement.”
In addition to reducing errors, Agent Assist has helped reduce average handle time and after-call work—though Topf notes that for Callzilla and their client, accuracy is a bigger priority than speed. “We’ve absolutely seen time savings, but for this client, the biggest KPI is error reduction, and Agent Assist has delivered on that.”
Looking ahead
Callzilla is currently building Agent Assist data into its broader conversation intelligence infrastructure. With access to high-quality, structured data from every interaction, the team can uncover new patterns, surface deeper insights, and solve their clients’ biggest CX challenges.
“We’re planning to use conversation data for things like predictive analytics, understanding churn, tracking complaints or propensity to buy,” says Topf. “Creovai’s transcription and intelligence capabilities are the engine for that.”
Topf shares that Callzilla is also planning to roll out Agent Assist more broadly to interested clients. “Agent Assist is something we’ve been spending a significant amount of time discussing with current clients and prospects,” Topf says. “We’re seeing a lot of interest. Our clients know they need these capabilities—it's not a matter of ‘if,’ it’s a matter of ‘when.’”
As Callzilla continues those discussions, Topf is confident the Creovai team will be by their side.
“Creovai has provided incredible support to us throughout our time working together,” he says. “We view Creovai as a long-time partner we can turn to if we have problems or ideas. Their team has always been willing to test different things, answer our questions, and be flexible.”
Topf adds that Creovai has collaborated with the Callzilla team to tailor solutions to different clients’ needs, increasing Callzilla’s stickiness with their client base. “That ability to customize the solution is key,” he says. “We’re not hemmed into a box.”
He anticipates Agent Assist will further increase Callzilla’s stickiness, enabling them to drive ongoing improvement for their clients through the combined power of real-time guidance and conversation intelligence.
