Human-in-the-Loop and Live Agent

Key Business Use Cases: Human-in-the-Loop

Overview of HITL

Use AI agents to supercharge your team. Knowledge workers and contact center associates can now assist with training Intelligent Digital Workers, disambiguate intents, and have live conversations with users.

AI Agents for Human Agent Assist

Allow your team to instruct Intelligent Digital Workers to take action (e.g. dispatch an intelligent digital worker to capture payment information so the agent doesn’t have to be exposed to sensitive information), and partner with your IDWs to accelerate time to resolution.

Sentiment analysis and emotion detection
We provide built-in sentiment analysis and emotion detection information to live agents using a multitude of different technologies. This includes traditional NLP methods, along with LLMs.

Passing information to human agents
We provide any aspect from the conversation or prior customer records to better inform the human agent. Information like conversation topic, issues involved, status of customer are often used, but you can go beyond that and add things like sentiment analysis or recommended next actions to the agent. We can pass all forms of data for screen pops, CTI or any other functionality you may use on our stand alone agent interface or your third party system via custom SIP headers, APIs or more legacy methods of data transfer.

AI agent assist by offering conversational history
AI agent provides context about the conversation, presenting customer history, or things like sentiment analysis, etc.

AI agent assist by offering industry recommendations and real-time analysis
AI agent indicates how to best handle certain topics if they are recognized. For example, in a sales call the human agent can be informed that the customer is 22% more likely to convert if you mention our free return policy within the next 30 seconds.

AI agent assist with auto generated responses
The agent assist can provide auto generated response suggestions based on conversation context.

Whisper agent
The interface can also be configured to introduce a “whisper agent” to assist the human agent throughout a conversation, and even enable widgets like date collection to be used by agents to collect information in the same GUI-based way an AI agent might.

Human-in-the-Loop
Human-in-the-Loop capability allows agents to monitor all live conversations and be automatically prompted by an AI agent when it needs assistance to clarify a customer’s goals. These prompts are entirely customizable and can be based on the context of a conversation. For example, suppose an NLU’s confidence score falls below a certain threshold (which is set at the granular utterance level or the macro global level). In that case, an agent can disambiguate the intent/entity in real-time. The agent can then hand the conversation back to the AI agent or take over the conversation. Either way, we utilize this data to enhance our NLU models while delivering a superior user experience. Our platform enables IDWs to observe and learn from human interactions within their environment seamlessly. This combination allows humans and IDWs to collaboratively handle tasks, with the IDW learning in real-time from human inputs

Escalations

Fully customizable agent escalation, handoff, and transfer routing, inclusive of sending agents summaries of previous engagements.

Multilayer exception handling
Exception handling can be determined with any variables, and includes fully customizable fallback responses, suggested responses, or escalation/handoff.

Agent escalation and handoff
Agents can interject, take over conversations fully, and hand back the conversation to either human or digital colleagues. Our philosophy is that you should not limit your design thinking to “handovers between automation and live agents”, but instead consider that humans and digital workers are colleagues who can assist each other. For example, one conversation might start over the phone with an AI agent, transition to a chat agent, be handed back to an AI agent to securely collect payment information, return to a voice agent for a live conversation, and then transition to automation again for a survey on yet another channel. Based on the survey results, this could trigger another live discussion with management.

Escalation and handoff in any channel
Agent escalation and handoff can be done on any channel or combination of channels, regardless of where the user is contacting the bot.

Any Live Agent UI

Use the OneReach.ai Live Agent interface, a third-party UI (e.g. Salesforce, ServiceNow, Teams, Slack, etc.), or build your own.

​​OneReach.ai Native Live Agent UI
OneReach.ai provides a native Live Agent interface that includes a fully customizable/composable UI and advanced features like agent assist. However, we can also serve as a headless orchestrator of third-party agent interfaces (e.g. Genesys, Salesforce) in which case we are able to interrogate every message from each party to assist with next best actions, agent coaching, etc.

Integrate with any third party live agent UI
Connect with any third party Live Agent UI (e.g. Salesforce, ServiceNow, Teams, Slack, etc.), or any custom internal live agent interface.

Human-in-the-Loop and Synchronizer capabilities super-charge Live Agent UI
Human-in-the-loop and synchronizer capabilities enable agents and customers to converse naturally across any number of channels in the same conversation. Agents can watch AI agent conversations live via any channel and interject when it’s required, automatically be pulled into conversations based on topic, missed intents, or other attributes, and train the bots to ensure they are up to date. Any sequence of logic from the Flow can prompt an agent handover, and the handover can also be routed to particular agents or groups of agents based on real-time evaluation of availability and statistical optimization of outcome. It is important to note that customers can seamlessly maintain conversations between AI agents and human agents on the same UI regardless of the original channel of the user.

Live Agent transfer routing
Live Agent transfer logic is fully customizable via our no-code flow builder. This includes first-in-first-out, skill based routing, advanced queuing, bullseye routing, etc.

Compliance

Least access rights
For privacy compliance we make sure that only certain people have access to certain environments based on their role. Roles-based privilege can be determined differently on a per-customer basis.

Masking PII
We can redact PII in live conversations and generated transcripts using traditional redaction NLP, regex, and LLMs. We can also mute recordings and their corresponding transcripts on an utterance by utterance basis via our native voice stack.

Battle Tested
Our live agent interface has been used in production for 10+ years by thousands of agents. We have successfully deployed incredibly complex live agent configurations across the world, and industries. One customer currently uses our agent system for 4000+ agents across tens of call centers across the globe.

External Live Agent connectors
The OneReach.ai Live Agent system platform can seamlessly integrate with third party live agent systems (e.g. Salesforce, ServiceNow, etc.) and can pass all forms of data for screen pops, CTI or any other functionality via custom SIP headers, APIs or more legacy methods of data transfer.

Detailed agent metrics
We log detailed agent performance metrics to enable granular details on every agent interaction. OneReach.ai can store data for you or stream data in real time to a third party BI tool / database.