Agentic AI
Put agentic AI to work across the customer service journey.
Voz360 uses agentic AI across conversation handling, customer context, routing, voice and quality management. Help agents prepare a reply, understand the history and choose their next step, then use AI again when reviewing the interaction.
“I called about my delivery. Can you help me with the next step?”
Thanks for following up. I can see your earlier enquiry. Let me confirm the update with our team before we advise the next step.
THE WORKFLOW, EXPLAINED
How does agentic AI help service agents?
Voz360 agentic AI generates draft replies, enhances responses and recommends next actions using customer history. It also supports conversation routing, real-time voice recommendations, the STT–LLM–TTS voice flow, and quality assessment and scoring for conversations, chat and calls.
INSIDE THIS CAPABILITY
Understand what the team can do, and how it connects.
Agentic AI
Start with a draft and make the reply more useful
Auto draft generation gives agents a starting point for their response. Reply enhancement helps them improve what they have written while working within the customer conversation. The agent can review the suggestion against the request before sending it.
Generate draft responses to customer conversations.
Enhance a reply before it reaches the customer.
Use the customer and conversation context when preparing the response.
Keep human review in the reply process.
Agentic AI
Understand the history before recommending a next step
Agentic AI can understand the complete history of the customer and provide recommendations. This connects assistance to the service relationship, including earlier conversations and contact activity, instead of treating every message as an isolated question.
Use Customer360 history to inform recommendations.
Consider earlier conversations, calls and submitted information.
Support the agent while deciding how to continue the service workflow.
Combine AI-based routing with conversation productivity management.
Agentic AI
Support a live call and power a voice AI interaction
Voz360 supports real-time voice transcription and agentic AI recommendations to agents. Its voice AI pipeline converts speech to text, uses a language model to form a response and converts that response back to speech.
Speech-to-text (STT) converts customer speech into text.
A large language model (LLM) processes the conversation and forms the response.
Text-to-speech (TTS) returns the generated response as voice.
Live transcription and recommendations support agents during voice conversations.
Agentic AI
Use AI when reviewing service, too
Agentic AI quality management covers conversations, chat and voice. For calls, the review pipeline follows the recording through transcription, quality assessment and scoring. Reviewers can connect findings to the interaction they are assessing.
Assess written conversations and chat with agentic AI.
Transcribe calls for voice quality assessment.
Use QA and scoring to support the service quality process.
Bring the findings into supervisor review and coaching.
FOLLOW THE WORK / ILLUSTRATIVE SCENARIO
Prepare a response that reflects the history
The latest message refers to a call from earlier in the week. The agent needs to understand that history and communicate the next step clearly.
- 01
Understand
Consult the conversation and the customer's complete history.
- 02
Generate
Prepare an AI draft based on the available context.
- 03
Enhance
Refine the reply and check the recommendation against the request.
- 04
Review
Have the agent verify the response before it reaches the customer.
QUESTIONS & ANSWERS
What else should your team know?
Explore the details behind agentic ai.
What does agentic AI do in Voz360?
Agentic AI supports auto draft generation, reply enhancement, recommendations based on customer history, AI-based conversation routing, voice interactions, live agent recommendations and quality assessment and scoring for conversations, chat and calls.
How does Voz360 voice AI work?
The voice AI flow is speech-to-text, then a large language model, then text-to-speech: STT → LLM → TTS. Voz360 also supports real-time voice transcription and agentic AI recommendations for human agents.
MAKE THE EVALUATION SPECIFIC
See what AI can add to your service workflow.
Use a follow-up message with earlier history to evaluate the generated assistance.