Oration by Convai
Autonomous agent. Immediate resolution.
Oration, our Digital Agent, is an autonomous resolution engine leveraging conversational AI, IVR and virtual agent technologies across all digital channels to efficiently manage and resolve customer enquiries. It acts as a powerful CX concierge that meets demand for instant service.
The Digital Agent uses generative AI and process automation to handle complex enquiries, complete transactions and provide contextual information, achieving high deflection rates. This allows human agents to focus on high-value interactions, resulting in reduced operational expenditure, faster resolution times and improved digital CX.
Workforce Management
Staff smarter. Drive operational excellence.
Unleash the full potential of your team with Workforce Management (WFM) — a vital digital capability that empowers you to strategically deploy, schedule and optimise your workforce. Achieve seamless operations and consistently exceed your business objectives.
Core functionalities include:
- Forecasting & scheduling: Accurately predicting and planning staffing requirements.
- Time & attendance tracking: Monitoring when employees work.
- Adherence monitoring: Ensuring agents are following their scheduled activities.
- Performance analytics: Using data to drive continuous improvement.
- Absence management: Handling employee leave and its impact on staffing.
Probe CX’s WFM digital solution delivers outcomes by optimising staffing and productivity, reducing labour costs and operational inefficiencies, and enhancing compliance and employee satisfaction.
