Real-Time Interaction Guidance in MAX

This overview is for agents. If you're an administrator, see Real-Time Interaction Guidance for Administrators. If you're a supervisor and use CXone Supervisor, see Real-Time Interaction Guidance for Supervisors.

Real-Time Interaction Guidance (RTIG) is like a coach who's always ready to offer help. It listens to your calls and offers input when needed. RTIG works for inbound and outbound (Personal Connection) calls.

RTIG is an app that uses artificial intelligence. It "listens" by analyzing the words that are said during the conversation. It can offer one or both of these types of input:

  • Phrase-based guidance and alertsRTIG listens for certain words or phrases to be said (or not said) by you or your contact. It can listen to just you , just the contact, or both. RTIG offers you feedback to help improve the current call.

    Suggestions might include reminders to thank the customer for choosing your company in the first 30 seconds of the interaction. It might also suggest that you empathize with the contact when they're saying angry words.

  • Behavior guidanceRTIG has two categories of behaviors it can measure: customer satisfaction and sales effectiveness. Customer satisfaction behaviors are things such as building rapport or not interrupting. Sales effectiveness behaviors are things such as uncovering the contact's needs and overcoming objections. Behavior guidance helps you have more successful interactions by showing you how behaviors affect the outcome of an interaction.

A comprehensive product training video is available if you're new to RTIG.

The Real-Time Interaction Guidance Panel

The RTIG panel slides out from the MAX Voice interface at the start of a new call. You can choose to view the panel as displayed for the duration of the call or collapse it. RTIG continues to run and listen to the conversation even if it's collapsed.

Behavior Guidance

The behaviors that RTIG monitors are soft skills. These are abilities related to how you interact with and relate to the people you talk to. When you show many soft skills during an interaction, the contact's experience is better. RTIG can measure two types of behaviors:

  • Sentiment: Indicates how satisfied a contact is with the interaction. You will receive an overall sentiment score that indicates your performance. This score updates in real time. You can use this score to focus on displaying behaviors to improve the contact’s satisfaction. There are 11 sentiment behaviors.

  • Likelihood to Buy: Shows how likely the contact is to make a purchase. You will receive an overall likelihood to buy score that indicates your performance. This score updates in real time. You can use it to focus on improving behaviors to improve sales effectiveness and increase the contact’s likelihood to buy. There are eight likelihood to buy behaviors.

Your organization decides which set of behaviors to use for each team of agents. It also decides which behaviors from that set to measure. The behaviors RTIG measures might change over time as your company's goals change.

Winnie Le Pooh is the Classics, Inc. RTIG administrator. He assigns the likelihood to buy behaviors to the Classics Sales team. He then configures the Sales team profile in RTIG to measure the Acknowledge Request, Uncover Needs, and Demonstrate Ownership behaviors during the first quarter of the year. He lets the Sales team supervisors know which behaviors are being measured so they can work on them during coaching sessions.

In the second quarter, Winnie changes the measured behaviors. This time, he selects Presumptive Selling, Overcome Objections, and Demonstrate Empathy.

Guidance Scores

The Guidance Scores section of the RTIG panel in MAX shows a gauge for each of those behaviors. During a call, the gauges change in response to what is said. RTIG can listen to you, the contact, or both. Your company decides which sides of the conversation RTIG uses.

Suggestions in Real Time

During a call, you may see alerts pop up in the Suggestion Summary section of the RTIG panel. Alerts let you know about behavior areas where you may be struggling. Alerts provide suggestions on how to improve the customer's experience. You might see: 

  • Reminders to show a behavior. For example, Classics, Inc. has RTIG listen for the Acknowledge Loyalty behavior. If an agent forgets to thank the contact for their continued business, they see an alert that reminds them about it.
  • Reminders to say certain words or phrases during the call. For example, Classics, Inc. has RTIG listen for the phrase "Would you like to receive our monthly newsletter?" If an agent forgets to say this during a call, they see an alert.
  • Suggestions for things to say based on the contact's words. RTIG can listen to what the contact says. For example, Classics, Inc. has RTIG listening for phrases from the customer than show they're upset, such as "I'm so frustrated" or "I don't understand." Agents see alerts with reminders to show empathy and ask effective questions when these phrases are detected.