PALAssist

Maintain & Continually Improve Agent Proficiency

Overview

PALASSIST is a Natural Language Digital Assistant using natural language processing & a custom language model for quick answers and knowledge “tuning” for domain-specific questions.

PALCX QuickLook

Sharpen Knowledge

Select One of Three Options

  • Training Chapters from organizations internal corpus
  • Knowledge Checks to test and tune knowledge
  • Practice Case Studies to refine knowledge

Take Tests to Sharpen Skills

Select the Subject

Drill Down to the specific topic that one wants to test and improve their skills.

Multiple Choice

Select the Correct Answers

Select from the four options to determine your overall proficiency at the end of the test.

Find Specific Information

Answer Specific Questions

Search for information on specific information on topics related to the corpus of the organization.

PALAssist Prescribes a Video

A Custom Video Is Prescribed

PALAssist returns a video link to help the Agent find the topic and corpus-specific insight they’re seeking.

Ask a question

PALAssist Responds with An Answer

It’s similar to ChatGPT – but with the closed-corpus of your organizations knowledge.

PALAssist Case Study

INDUSTRY

Retail

BPO client Brand, a Large Home Improvement Chain, Needs a Better Customer Service Workflow

PROBLEM: a Large Home Improvement Chain needs to help their Customer Service Agents become more proficient quicker and to improve NPS.

SOLUTION: BPO brings in PAL as a Vendor Partner to implement CX solution. CS Agents obtain prescriptive answers from PALCX to more quickly resolve customer issues and improve NPS.

RESULTS: Agents became proficient quicker, resolved their engagement with customers sooner, and obtained the desired NPS improvement.

First Contact Resolution Increase
21%
Reduction in Average Handle Time
35%
Increase in NPS
20%