Build consistent customer service at scale

Abstrakt helps you turn things like this…

  • Managing the variability in agents’ scripts and responses during every call.
  • Investing hours listening and reviewing calls only to pinpoint one coachable moment.
  • Regularly onboarding new agents trying to overcome turnover or scale for growth.

Into results like this

customer service (1)

How Johnson & Johnson reduced AHT by 38%

With team growth comes an immense amount of training, hiring, and coaching. Johnson & Johnson needed a tool that would help streamline their training and coaching.

With Abstrakt implemented, Johnson & Johnson has been able to decrease its average call handle time by 38%.

The Playbooks and Real-Time Recommended Responses give them a standardized method of training while giving the agents the confidence to take calls sooner.

johnson customer service

Just look at the results

Increase in Upsells

Decrease in Ramp Time

Increase in CSAT Scores

Real-time agent assist & guidance

Playbooks & scripts are launched based on who your team is speaking with and react immediately to their behavior.

Recommended responses are instantly triggered (in 0.2 seconds), based on the challenges or objections thrown your team’s way.

No more whispers or barging, it’s time for real-time call guidance.

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QA & compliance with a human touch

Have you ever thought about solving compliance risks before they happen?

Abstrakt identifies and addresses QA issues in real-time while your agents are on the phone.

Plus Abstrakt provides reporting that is aligned with your business outcomes.

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call transcript with feedback - agent

Call sentiment & summary

Easily sort by call sentiment to review the overall experience your customers or prospects have on the call.

This eliminates subjectivity while removing after-call work for agents.

Plus you can configure your notifications based on what is important to you.

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call sentiment summary

Post-call analytics

Receive real-time conversational intelligence reporting details to see what leads to the call outcomes your business is looking to achieve.

Know exactly what your best agents are doing and how to replicate it instantly.

With Abstrakt, agents’ post-call work is cut in half. See how automation can improve your team’s efficiency.

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reporting dashboard - conversational

Post-call automation

With Abstrakt, agents’ post-call work is cut in half as the call summary and notes get automatically added into your CRM.

The call summary and notes are automatically generated, removing agent bias and subjectivity.

See how Abstrakt’s post-call automation can improve your team’s efficiency.

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call sentiment summary

Frequently Asked Questions

No. We use customer-configured playbooks and recommended responses to guide the agents.

You can leverage AI to have Abstrakt make recommendations, but under no circumstances will agents be presented with content to use that has yet to be approved by you.

Our software can provide recommended responses in 400 milliseconds. It’s truly that fast. Most other companies take 1-2 seconds at best.

Abstrakt offers PCI/PHI/PII masking for the transcript and audio file for every call.

Our customers can choose to enable this with the click of a button.

Abstrakt was built to help CS teams like yours.