Provide exceptional care to vulnerable customers
Your customers will remember how your contact center treats them in vulnerable moments. These are the moments that influence loyalty, word-of-mouth referrals, brand reputation, and overall customer satisfaction. Creovai provides the conversation insights and real-time agent assistance you need to navigate these challenging interactions—and deliver for your business and customers.
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Get insights into your vulnerable customer conversations
Understand what’s going well in your vulnerable customer conversations—and what you can do better—with Creovai Conversation Intelligence. Identify friction points, agent performance gaps, and drivers of dissatisfaction so you can make targeted improvements to your customer experience.
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Guide agents through challenging interactions
Assisting vulnerable customers requires agents to be empathetic and adept at problem-solving—all while following company policies and maintaining compliance. Creovai makes it easy to build step-by-step workflows that progress logically with each conversation, pull in relevant data from multiple sources, and give your agents one simple interface for navigating challenging interactions.
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Increase efficiency with AI so agents can focus on the customer
Vulnerable customers deserve your agents’ full attention. Give your agents an AI copilot that provides real-time coaching, dynamic checklists, and wrap-up assistance so they can focus on supporting your customers and strengthening relationships.
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Identify the most impactful coaching opportunities
Go beyond manual QA checklists and small sample sizes to uncover your agents’ top opportunities for improvement with QA Automation. Build custom QA scorecards and track additional behaviors that are proven to increase customer satisfaction. Monitor team and individual agent performance in QA dashboards so your managers always know what to focus on.
Learn more about QA AutomationWhy use Creovai to guide vulnerable customer conversations?
Insights into agent performance and customer experience
Track the agent behaviors and moments that matter in vulnerable customer conversations with pre-built and custom insight categories. Creovai uses machine learning and generative AI to answer questions about your customer interactions, uncover large-scale trends, and help you make data-informed CX decisions.
Root cause analysis and predictive CSAT
Identify the controllable factors impacting repeat contacts, long handle times, satisfaction, effort, and more with Creovai’s advanced analytics and AI-powered predictive scoring. Use these insights to inform your coaching, product and process improvements, and real-time agent guidance.
Intelligent guidance for agents
Equip every agent with the knowledge of your top performers so vulnerable customers receive consistently great service. By combining Creovai Conversation Intelligence with Agent Assist, you can provide your agents with real-time coaching and recommended responses based on historical conversation insights and proven best practices.
“Creovai helps us get right to the root of member interactions, hear what our members are telling us, categorize and stack-rank it by priority, and translate that to immediate change.”
FAQs
How does Creovai support regulatory requirements in conversations with vulnerable customers?
Creovai Agent Workflow enables you to build dynamic scripts and workflows that unfold based on the nature of the conversation and inputs provided by the agent or customer. This is especially valuable in environments in which agents must meet certain regulatory requirements, such as reading disclosure statements. Creovai Agent Assist adds another layer of regulatory support by providing dynamic checklists, which update as agents complete required steps, and real-time alerts to ensure agents stay in compliance.
Can Creovai automatically flag potential compliance violations in real time?
Yes. You can configure Agent Assist alerts or prompts to trigger based on specific utterances (i.e., an agent saying something they shouldn’t) or actions, such as a missed step in a verification process. This helps agents course-correct in the moment and prevent potential compliance violations.
How does Creovai handle sensitive data and protect the privacy of vulnerable customers?
Creovai is compliant with GDPR, HIPAA, SOC 2 Type 2, and PCI DSS - SAQ D. All data is encrypted with AES 256, and all data in transit is protected with TLS 1.2 or better. We also use an automated redaction system that can remove PCI (payment card) and PII (SSN/SIN) data from voice and chat interactions. For more information about our data security practices, please reach out to one of our team members.
Can Creovai detect escalating situations with vulnerable customers and provide immediate guidance?
Yes. Creovai Agent Assist uses keyword-triggered coaching prompts, which can be configured to provide agents with de-escalation scripts or best practices when a customer becomes frustrated or angry.
Can Creovai detect patterns in vulnerable customer contacts to help contact centers proactively address common issues?
Yes. Creovai Conversation Intelligence uses insight categories (collections of related utterances) to identify and flag customer emotions, behaviors, call reasons, effort drivers, and other key moments in interactions. You can also configure custom categories to detect signs of customer vulnerability (e.g., mentions of job loss or difficulty making payments). You can use these categories to build reports in which you look for trends across vulnerable customer interactions, which can help you identify opportunities to proactively support your vulnerable customers.
How can you use Creovai Conversation Intelligence and Agent Assist together to improve vulnerable customer interactions?
You can use the root cause analysis capabilities of Conversation Intelligence to identify the most effective responses or actions in different types of vulnerable customer conversations (e.g., the best response when a customer says they have lost their job and can no longer afford their monthly bill). You can then build these responses into your Agent Assist prompts so that your agents see them during relevant interactions.
How does QA Automation account for the unique aspects of vulnerable customer interactions?
Creovai enables you to build multiple custom QA scorecards for different types of interactions. If you have specific QA criteria that are unique to vulnerable customer interactions, you can build an automated scorecard that is only triggered during vulnerable customer conversations. You can even prompt agents on QA items in real time based on what the customer says and display a dynamic checklist so agents know when they’ve completed each item.
