CX Companion App

CX Companion is a productivity tool built as an Apps in Studio Web template, that enables contact center representatives to view, run, and track automations, apps, and agents based on the context of incoming calls or requests. CX Companion can be embedded in Salesforce (supported out of the box) or any other third-party systems, or used standalone.

By integrating customer support workflows with CRM systems, CX Companion allows CSRs to have seamless access to the customer data, case history, and related automations.

主要功能

• Built in Apps in Studio Web as a customisable template.
• Provides a 360° customer view by pulling data from host systems.
• Displays and executes automations, apps, and agents based on context.
• Tracks automation execution and displays start and end of execution.
• Enables attended and unattended process execution.
• Prefills process input argument forms with contextual data.

用例示例

• Customer service - Customer service representatives often operate under time constraints, juggling multiple systems (CRMs, knowledge bases, order management, ticketing tools, etc). This leads to long resolution times, a fragmented user experience, high training costs for agents, and inconsistent service quality.

  CX Companion embedded in the customer representative workspace automatically retrieves customer 360 data, surfaces contextual automations, apps, and AI agents for the customer support tickets, allowing the agent to effectively view and track them and see relevant outputs.

  The template can be extended to integrate with AI agents that analyze customer support tickets, propose the next best action, and request final human review.

• Insurance claim denied - An insurance claim process is often slow and fragmented, requiring due diligence. Human agents manually shift through multiple systems such as claims system, document management system, or eligibility system to review applications and process the claims. This creates bottlenecks, inconsistencies, and high risk of error.

  CX Companion embedded in the customer representative workspace automatically retrieves customer 360 data, surfaces contextual automations, apps and AI agents allowing the agent to effectively view and track them and see relevant outputs.

  The template can be extended to integrate with AI agents that analyze claim applications, verify the reasons, and request final human review.