Overview

This page provides an overview of the functionality provided by the Sofi Service Agent Assistant, a virtual assistant that provides guidance and recommendations to assist human service agents in call logging and issue resolution.

Sofi Service Agent Assistant (SAA) consists of four functional modules Intelligent Prediction, Intelligent Search, Intelligent Response and Expert Assist.

At the core of Sofi Service Agent Assistant is a prediction engine that leverages historical data using machine learning and cognitive search technologies to make predictions and recommendations (by service agents and through automation) on the best way to the capture, manage, and resolve incoming calls.