Genpact is leveraging Zenarate's AI Coach to improve agent performance and customer experiences throughout its contact centers through voice and chat simulations that provide immersive learning experiences and is integrating the AI technology with its Cora Banking ecosystem.
AI Coach is a simulation training platform that creates hyper-realistic simulations of any voice or chat scenario, allowing agents to learn through practicing, solving problems, and navigating errors.
"Cora AI Coach, powered by Zenarate, is one of the fastest, most effective ways to develop top-performing agents across use cases, from customer service and retention to collections and sales," said Sachin Pai, global leader for customer support at Genpact, in a statement. "The days of passive learning through reviewing content, watching videos, and taking tests are over. With Cora AI Coach conversation simulation, our agents can quickly adapt to and better serve clients and their customers with complete confidence."
"Genpact is helping freshly hired agents improve their confidence before their first call. At the same time, they are driving up the average performance of existing agents by engaging their personal AI Coach from home or the office," said Brian Tuite, Zenarate's CEO and founder, in a statement.