Qfiniti Assist Features

Powerful Desktop Query Tool
Qfiniti Assist’s functionality is delivered through a powerful query tool that sits on an agent’s desktop. Because Qfiniti Assist employs an intuitive user interface similar to popular search engines, no agent training is necessary.

Automatic Voice Analysis
Qfiniti Assist can function in both text-based and audio-based modes. The agent can initiate a query based on the most recent conversation, which is transcribed using speech recognition technology and analyzed to return the most relevant data.

Conceptual Retrieval
Qfiniti Assist uses speech analytics that identify the patterns that naturally occur in text and speech to return documents that are conceptually related and relevant to the agent’s query. This on-the-spot assistance reduces the need for costly training courses to keep agents informed. 

Automatic Hyperlinks
Qfiniti Assist automatically provides hyperlinks to documents that are related to the conversation so the agent is able to provide assistance while the customer is on the phone. When agents have easier access to information, call handling times are significantly reduced and customer satisfaction is enhanced.

Text-Based Searches
Qfiniti Assist offers full natural language retrieval functionality. When a query is initiated, Qfiniti automatically identifies concepts and retrieves approved resources such as documents, manuals, website links, presentations, and training materials. Related Terms and Related Documents technology guides keyword-oriented users to specific information by allowing the user to click on the terms or documents that are most relevant to the search.

Self Learning
The system is able to continuously develop and learn automatically. etalk can intelligently deduce the significance and meanings of new words, phrases, and concepts. The system will automatically update to reflect new vocabulary words or changes in meaning. In addition, customizable refresh settings can process new content in near real-time so agents have the latest data at their fingertips.

Any Format. Anywhere
Qfiniti Assist allows content to be searched regardless of where it is stored in your enterprise. Content is delivered to the desktop in virtually every format that your business uses on daily basis, such as Microsoft Word, PowerPoint and Excel, HTML, Adobe PDF, Oracle, and SQL. In addition, Qfiniti Assist supports multiple languages for a broader range of support.