Agent Coach - AI-based contact centre coaching

Make AI your agents’ new favourite colleague

Nuance Agent Coach gives agents AI‑based insights and recommendations to streamline customer engagements—boosting customer and agent satisfaction while reducing average handle time.

Help your agents serve your customers better

Nuance Agent Coach uses machine learning to monitor calls and digital engagements, and proactively give agents relevant, real‑time information, guidance, and recommendations.

With an AI‑based contact centre coach in their corner, agents are equipped to resolve customer enquiries confidently and efficiently, increasing both agent and customer satisfaction. And because Agent Coach continually identifies and recommends best practises, it’s easier to get every agent to perform at their best—increasing CSAT and revenue while reducing agent turnover and contact centre costs.

Benefits

Empower your agents with AI

Nuance Agent Coach gives your agents the real‑time support they need to assist customers efficiently and effectively while ensuring brand consistency.

White Paper: Happy Agents = Happy Customers Thumbnail
Data Sheet: Make Every Agent Your Best Agent Thumbnail (pdf. Open a new window)

Features

What you get with Nuance Agent Coach

Put the power of AI‑based coaching for the contact center in your agents’ hands, giving them the information and tools they need to make their jobs easier—and make customers happier.

How did Agent Coach benefit you?

96% of agents at a large telco rated Agent Coach 5 STARS

"It helped in assisting the customers easily, as the next best action or script were readily available." - Agent #7
"It helped me in saving time and giving the best chat experience to our customers." - Agent #13
"It really helped me to save my time and it helped me engage the customer well." - Agent #22
"Made it easier to answer customers' questions and to handle two chats." - Agent #33

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Learn how you can create a high‑performance contact centre and increase agent and customer satisfaction.