How does the Customer Agent speed up sales opportunities?
The AI Customer Agent is designed to quickly resolve customer inquiries, qualify prospects, and even book meetings, operating with 24/7 support. It converts more sales opportunities faster by handling routine content questions instantly.
It uses your approved knowledge base, product documentation, and policies to provide precise, cited answers in seconds. This reduces the need for human agents to handle simple questions, allowing your team to focus on complex, high-value sales tasks. This efficiency improves customer satisfaction and ensures responses are always accurate and on brand within the Hoop platform.
What sources does the Customer Agent use to provide accurate answers?
The Customer Agent relies exclusively on your organization’s trusted knowledge as its single source of truth for every response. You control the content used for grounding answers, ensuring accuracy and brand consistency. This knowledge stays accurate thanks to key capabilities:
- Trusted sources: It grounds answers in your approved knowledge base, docs, and FAQs.
- Automatic sync: New or edited content is quickly picked up so responses reflect the latest guidance, pricing, and policies.
- Context awareness: It tailors guidance using customer plan, region, lifecycle stage, and product details stored in your CRM.
- Multilingual readiness: It can answer in the customer’s preferred language when localized articles are available.
Can the AI agent perform actions beyond just answering questions?
Yes, the Customer Agent is capable of triggering workflows and completing forms to move customers toward resolution or qualification. The agent can take answers and turn them into direct actions that save time for both the customer and your team. These actions are only for approved flows, ensuring security and compliance.
Examples of actions include:
- Workflow triggers: Kick off approved flows like returns, password resets, refunds, or appointment requests.
- Structured intake: Collect required fields such as account ID, device, or error codes, writing them to ticket properties before handoff.
- Form fills and updates: Validate customer inputs and update CRM records to reduce back-and-forth communication significantly.
How does the Customer Agent ensure a smooth transfer to a human agent?
The AI Customer Agent ensures seamless human handoff by providing the human agent with all necessary context to resolve the issue faster. The agent uses logic to determine when escalation is required based on intent, sentiment, or internal policies you set up within Hoop.
When an escalation occurs, the system automatically routes the query to the correct human queue using criteria like agent skills, language, or priority. Most importantly, the human agent receives the full chat history, any captured fields, and a concise summary of the interaction. This preparation means agents start with complete context and avoid asking the customer to repeat information.
Which channels are supported for deploying the Customer Agent?
The Customer Agent is designed for broad deployment to meet customers where they are most active. By default, the agent is ready for use across your main digital communication points. You can easily expand coverage across other platforms using existing integrations for a consistent experience.
Supported channels include:
- Web and in-app chat: These are the default channels for immediate, real-time customer interaction.
- Email autoresponders: Integrate the agent to provide instant initial responses and qualification via email.
- Messaging channels: Integration options allow deployment on popular messaging platforms like SMS or social media channels.
This flexibility ensures customers get 24/7 support across your most critical communication touchpoints.
How is the performance and success of the Customer Agent measured?
Success is measured through comprehensive dashboards and analytics that quantify the agent’s impact on key metrics. The Hoop platform provides detailed data on how the Customer Agent is performing and where content may need refinement. You gain actionable insights to continually improve the agent's effectiveness.
Key metrics monitored include:
- Deflection and containment rates by topic, showing what is resolved without human intervention.
- Answer quality feedback loops, helping to flag content gaps and refine accuracy.
- Operational times like time-to-first-response and resolution time.
- Customer Satisfaction (CSAT) scores to quantify the overall customer experience impact.
What pricing plans include access to the Customer Agent feature?
The Customer Agent feature is available across several core offerings to match the needs of different business sizes and complexity. You can find this powerful AI tool included in the core, pro, and enterprise tiers of the Hoop platform. The breadth of availability ensures that all growing businesses can leverage AI for sales qualification and customer support.
Specific features and usage limits often scale up with each tier. For instance, the core plan offers essential functionality, while the enterprise plan provides maximum customization, advanced CRM integration capabilities for context awareness, and higher volume limits. Reviewing the detailed breakdown for core, pro, and enterprise plans will help you select the level that provides the optimal set of features for your sales team and customer base.
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