How It Works

People are your secret weapon

HUMANS + TECHNOLOGY

Unlike any other voice or chat solution, ever

Some contact centers use primed-to-fail AI bots and machine learning. Others rely entirely on expensive agent training. XSELL Technologies’ AI-powered agent assist coaching solution is a hybrid model that adopts the best of each into a solution that exceeds your expectations. How? By delivering customer-proven, adaptive coaching — all in real-time.

Your past is our prologue

Every company's customers have their own unique needs and expectations. And every top performing agent has their own success strategies. That's why XSELL gathers tens of thousands of your archived interactions to use in formulating and tailoring our real-time coaching strategies.

First, we analyze

We use AI and data science to identify the top-performing tactics, actions, and strategies developed by your best agents in critical moments of opportunity. Then, we filter this conversational intelligence into highly repeatable strategies in the form of conversation maps, capturing every possible path a customer interaction may take.

Second, we humanize

In its purest form, AI never feels like a real person. It struggles with context, hyperbole, sarcasm, and subtlety. The XSELL team engages real people early in the mapping process to bring authenticity, empathy, and expertise into our real-time coaching tool.

Next, we map your interactions

Our dialogue maps and commerce maps build AI-powered conversational paths that are expressways moving through the perfect customer interaction. Every map includes bypasses and off-ramps that overcome objections, anticipate opportunities, and increase customer interaction value.

Real agents — never bots

Using real agents for every customer interaction is our second human-in-the-loop advantage. We augment agents with AI-powered, real-time coaching, progress tracking, and our unique objection handling technology. The best agents enjoy the flexibility they crave to succeed, while low-performing agents are supported with strategies proven to work with your customers.

Success never rests

Even the best road needs occasional repaving. We enable continuous improvement by analyzing every interaction to identify new strategies and provide better agent guidance. As our refinement wheel turns, your results keep improving.

THE Proven BENEFITS OF XSELL

Top performer tactics applied to every interaction

Boosts call center performance

Improves customer experience

Navigates any interaction