AI agents overview
Cobbai’s AI agents are designed to support and optimize various aspects of customer service by automating interactions, assisting human agents, and analyzing operational data. Each agent has a specialized role, working individually or together to improve efficiency, reduce workloads, and deliver valuable insights across support, sales, and beyond.
Front
Autonomous customer-facing interactions
Mission
Front is designed to handle direct interactions with customers, providing instant support without human involvement.
Skills
Front is designed to handle direct interactions with customers, providing instant support without human involvement.
Skills
- Manages routine inquiries, such as product information, order tracking, and FAQ responses, through chat or email.
- Guides customers through pre-sales questions, offering product recommendations and addressing common objections.
- Provides post-sales assistance, including order updates, troubleshooting, and policy clarifications.
- Escalates cases to human agents when necessary, ensuring that complex issues receive the proper attention.
Benefits
Consistent, accurate responses that reduce first-response times and improve customer satisfaction.
Companion
AI-driven support for human agents
Mission
Companion enhances the effectiveness of human agents by providing real-time recommendations, knowledge resources, and response suggestions.
Skills
Companion enhances the effectiveness of human agents by providing real-time recommendations, knowledge resources, and response suggestions.
Skills
- Summarizes conversations, making it easier for agents to quickly understand case history.
- Drafts AI-generated responses based on the context of customer inquiries and internal guidelines.
- Pushes relevant knowledge articles, previous case studies, and documentation to agents in real time.
- Suggests next-best actions, such as upsell or cross-sell opportunities during interactions.
Benefits
Faster resolution times, improved agent productivity, and increased sales opportunities.
Analyst
Actionable insights and process optimization
Mission
Analyst operates in the background, analyzing incoming requests and surfacing valuable insights to improve customer service and operational efficiency.
Skills
Analyst operates in the background, analyzing incoming requests and surfacing valuable insights to improve customer service and operational efficiency.
Skills
- Automatically tags and routes incoming tickets based on intent, priority, and team assignment.
- Detects signals such as detractors, promoters, and feature requests, and shares them with the relevant teams.
- Monitors recurring issues or knowledge gaps and provides actionable insights for product or service improvements.
- Uncovers actionable voice of customer insights to guide improvements and strategic decisions.
Benefits
Streamlined workflows, reduced bottlenecks, and improved collaboration across teams.