Maximizing Agent Productivity: The Power of Gen AI with Agent Genie

Leverage Generative AI to enhance your agent productivity by 30% and cut your Business Process Services (BPS) costs by 20%

Outdated Business Process Services (BPS) operations are a critical barrier to efficiency and profitability for service providers. Legacy systems across crucial BPS functions, such as Order Management, Billing & Revenue Assurance, Network Ops, etc., create bottlenecks, forcing agents to navigate slow, error-prone processes.

Key pain points affecting the agent journey (plan & build, service delivery, service assurance)—spanning roles such as Assigners, Tech Support Specialists, Provisioning Specialists, etc., include:

• Delayed Training Deployment: Manual creation of training materials hinders timely deployment, leaving agents without access to essential knowledge when they need it most
• Lack of Intelligent Assistance: Insufficient tools for effective guidance, content generation, and summarization reduce agent productivity and diminish the quality of customer service
• Manual Information Consolidation: Reliance on manual processes to gather and validate information from multiple sources introduces errors, leading to rework and delays in order completion and service
• Inefficient Audit Mechanisms: Traditional audit processes lack real-time validation capabilities, resulting in unaddressed inefficiencies and missed opportunities for performance optimization

Agents hampered by these challenges face rising costs and inefficiencies. Manual processes add 20% to operations costs, and training gaps leave 30% of content uncovered.

The path forward is to reimagine BPS with modern, agile solutions. Leverage Generative AI to transform service provider agent journeys—across planning, service delivery, and assurance—boosting productivity. Implement the Agent Genie Framework , powered by Gen AI, to enhance the agent experience at every stage, reducing effort by 30% and cutting operational costs by 20%. The key components of the framework are:

• Empowerment Hub: Rapidly generate personalized training materials for swift and effective live deployment of agents; reduce agent onboarding time by 50%
• Intelligent Agent Playbook: Assist agents with a quick guide for the next best solution, content generation, and summarization of key information; Enhance response accuracy by ~98% while reducing agent effort by ~25%
• Audit Nexus: Employ an AI-driven audit process that minimizes manual effort and provides instant feedback to the agents. Ensure 100% audit coverage and improve productivity by 20%