Telnet is proud to announce the launch of SenseIQ, our AI-powered knowledge management system that fundamentally changes how agents access information during customer interactions.
SenseIQ is built into our ContactSuite CRM platform and uses natural language processing to surface relevant information based on the context of the current call. Rather than requiring agents to navigate complex knowledge bases or interrupt calls to search for information, SenseIQ anticipates what agents need and presents it proactively.
How SenseIQ Works
As an agent works through a customer interaction, SenseIQ analyses the conversation context — the customer’s account type, the products they’re asking about, the questions they’re raising — and surfaces relevant knowledge articles, process steps, and suggested responses.
When agents need to search explicitly, they can type or speak their query in natural language. SenseIQ understands the intent behind the question, not just the keywords, and returns relevant results regardless of how the question is phrased.
The Impact on Customer Experience
Early results from pilot deployments show significant improvements in key metrics:
- Average handle time reduced by 15-20% as agents spend less time searching for information
- First-call resolution improved as agents have access to more complete information
- Agent confidence increased, leading to more positive customer interactions
What It Means for Our Clients
SenseIQ is available to all Telnet client operations as a standard component of ContactSuite. We’re working with each client to migrate their existing knowledge content into the SenseIQ format and to build out knowledge bases that leverage the system’s capabilities fully.
For new clients, SenseIQ reduces the time to competency for new agents — a significant benefit given the typical investment required in contact centre training. We’re excited about what this means for our clients’ operations and for the quality of service their customers receive.
