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 alerts: RTIG 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 guidance: RTIG 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.

The Real-Time Interaction Guidance agent widget, showing the overall sentiment score at the topc and a number of behavior gauges at the bottom.
 
Section Details
Overall Score

Shows your overall performance during the call. It's based on all of your guidance scores. The meaning of the score depends on the behavior set you use: 

  • Sales effectiveness behaviors: The contact's overall likelihood to make a purchase.
  • Customer satisfaction: The contact's sentiment or mood.

This score updates in real time.

Suggestion Summary

All of the guidance suggestions that RTIG currently has for you. These are things you can do now to improve your overall score and your customer's experience.

Each suggestion has an icon next to it. Suggestions for phrase-based guidance have a speech bubble icon. Suggestions for behavior-based guidance have a behavior gauge icon.

Guidance Scores

This section displays gauges for the behaviors your company currently measures with RTIG. Each one shows you your current score.  This section only shows you behaviors that are currently enabled. If the Guidance Scores section is missing, your company hasn't enabled the feature.

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.

    Behavior

    how You can display the Behavior
    Acknowledge Loyalty Acknowledge the contact's history with your organization. Show appreciation for their loyalty.

    Active Listening

    Respond in the conversation and don't ask the contact to repeat themselves.

    Be Empathetic Acknowledge stated issues and how they impact the contact.
    Build Rapport

    Acknowledge the contact's request. Actively respond in the conversation and don't ask the contact to repeat themselves.
    Demonstrate Ownership Reassure the contact that they understand the issue and are ready and able to help.
    Effective Questioning Ask meaningful questions to explore the contact's experience, issues, or opportunities.
    Inappropriate Action

    Deny a contact's request to transfer, use inappropriate language, or other offensive acts.

    While all other behaviors are positive, this is a negative behavior. The gauge color will be green and the score will be high when you arenot displaying this behavior.
    Interruption Don't talk at the same time as the contact.
    Promote Self-Service Promote the availability of self-service options (such as a website or app).
    Set Expectations Summarize actions and next steps. Inform the contact of what to expect or what to do next.
    Speech Velocity Speak slowly enough to be understood.

  • 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.

    Behavior

    how You can display the Behavior
    Acknowledge Request Show your willingness and readiness to assist the customer beyond the greeting.

    Ask for the Sale

    End the conversation with a statement that encourages a transaction.
    Demonstrate Empathy Express interest, concern, and care when contacts have problems.
    Make a Connection

    Establish a rapport with the contact by relating and taking a genuine interest in them.
    Overcome Objections Provide the contact with specific benefits to move the sale forward.
    Presumptive selling Ask meaningful questions to learn more about the contact's experience, issues, or opportunities.
    Uncover Needs

    Ask questions to understand the contact's needs, lifestyle, challenges, buying reasons, and buying triggers.
    Demonstrate Ownership Reassure the contact that you are aware of the problem and are prepared to assist.

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.

The Real-Time Interaction Guidance agent widget, showing the gauge for a contact's likelihood to buy at the topic and a number of behavior gauges at the bottom.

Category Details

Successful

The gauge looks like this: 

A green gauge with a full line over it.

You're demonstrating the behavior. Keep up the good work.

Neutral

The gauge looks like this: 

A yellow gauge with a partial line over it.

You are showing the behavior, but there's room for improvement. Check the alerts in the Suggestion Summary section of the RTIG panel for ideas on how to improve this behavior.

Improvement Needed

The gauge looks like this: 

A red gauge with a short line over it.

You haven't demonstrated this behavior yet.  Check the alerts in the Suggestion Summary section of the RTIG panel for ideas on how to improve this score.

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.