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The future of agent experience: AI-enabled agent assist in Twilio Flex

Wednesday, October 20 - 7:30 AM to 7:45 AM PST

About the session

Every day, as technology enables more and more simple customer queries to be automated, the queries that agents need to handle become increasingly complex and varied.  At Sabio, we imagine a future where contact center agents are automatically provided with the content they need to serve customers better and perform more effectively, eliminating manual tasks and allowing them to focus on the customer experience.
 
Sabio’s Agent Assist solution leverages the power of Google Dialogflow natural language understanding to provide Flex agents with real-time prompts and knowledge suggestions based on intents derived from a customer interaction, track customer sentiment throughout the interaction as well as automating common tasks and capturing call reasons.
 
In this presentation, the Sabio team will share how the integration has been achieved, how Twilio plug-ins are used for both administration and agent functionality, and examples of how Sabio clients are leveraging this capability to serve their customers better.

Speakers

Damian Kelly

Damian Kelly

SVP of Product Management

Sabio

Sam Morgan

Sam Morgan

Product Owner

Sabio Group