Today we’ll reveal seven hidden NovaTalks features that will help you make the most of your contact center.

1. AI Assistant – your smart helper in customer interactions

The AI Assistant in NovaTalks is your tool to boost operator productivity. It’s a custom set of prompts displayed at the operator’s workspace as convenient buttons.

What the AI Assistant can do:

• Summarizes the conversation throughout the entire dialogue
• Generates automatic responses to simple customer inquiries
• Rephrases messages for better readability
• Corrects spelling and grammar
• Shortens or expands text depending on the need
• Changes the tone of the message to formal or friendly
• Translates into different languages

The coolest feature is the ability to create custom AI prompts tailored to your business needs. Need a translation into Italian? No problem. Create a new macro using a template, edit the command, save it, and display it at the operator’s workspace as a button.

Practical example: When you need to transfer a dialogue to another agent, the AI can summarize the entire conversation in seconds. The next agent can quickly continue interacting with the customer without spending time reviewing the entire chat history.

2. Smart Queue – automatic assignment without agent intervention

One of NovaTalks’ key advantages is the smart queue, which works completely automatically. When no agents are available, customers are queued based on the time of their request and priority. As soon as a suitable agent becomes available, dialogues are automatically assigned to them.

How to set up automatic assignment:

In the settings of each team, enable the “Allow ACD” option and choose the assignment algorithm:

• Assign to the agent with the fewest conversations
• Assign to the agent with the lowest utilization
• Assign to the agent with the highest qualification

Then, for each type of dialogue, set how much the dialogue will utilize the agent. For example, for chat, you can set 20%, so the system can assign a maximum of five dialogues to one agent. For calls, set 100% until the agent completes the call, and new dialogues will not be assigned to them.

3. AI Quality Assessment – 100% of dialogues

Imagine: a dialogue ends, and the system evaluates it according to your criteria. Not 1%, 5%, or 10%, as you could do manually, but 100% of dialogues, spending 0 minutes of your time.

Additional AI assessment features:

• Checks dialogues for compliance with the script
• Automatically creates a dialogue summary for CRM
• Monitors whether the agent suggested related products/services

Setup is simple: First, write the dialogue evaluation criteria, create a macro that sends the task to AI. Specify the content to send and the command text. Then, create an automation rule that triggers the macro when the dialogue ends.

Result: Access the integrated BI system and visualize all data in real time.

4. Client Tagging – organization and automation

The NovaTalks tagging system allows you to effectively categorize and filter clients. In the “Tags” section, there are two subsections: Active and Deleted.

Tag settings include:

• Name and description of the tag
• Color for quick visual identification
• Option to display on the sidebar
• Agent access settings

Tags can be assigned:

• Automatically – via chatbot settings, macros, or automation
• Manually – by the agent in the system interface

Tags can be assigned to a conversation, dialogue, or contact, creating a powerful system for client segmentation.

5. Automated Messaging – Maximum Personalization

Mass messaging with personalization options is a powerful communication tool. Filter your audience by tags, attributes, or contact details and send personalized offers.

Key capabilities:

Personalization:

• Insert any customer data into messages
• Send different messages to different customers in a single campaign
• Segment messages based on customer groups

Sales Funnels:

• Set up sequential messaging campaigns
• Automatic launch based on customer response
• Utilize every opportunity to engage the customer

Automation:

• Send messages without manager involvement
• From appointment reminders to personalized offers
• Supports messaging via messengers and social media

6. Quick Reply Templates – Organization and Efficiency

Quick replies are saved templates for instant agent responses during a dialogue. The system shows their settings and usage statistics over the last 30 days.

Creating a quick reply includes:

• Short code – a unique abbreviated name (minimum 2 characters)
• Library – folder for organizing responses
• Text – message or file to send to the customer

Organizing Libraries:
Libraries are folders that help organize quick replies. They allow hiding unnecessary replies and managing access rights:

• Private – accessible only to the creator
• Public – available to all users (created only by administrators)

7. BI System – Real-Time Performance Control

NovaTalks analytics allows you to see your business performance at a glance. Customize reports according to your needs: select the metrics you want and group them by convenient intervals. View reports via the integrated BI system, which visualizes the data.

Key report features:

Downloading Reports:

• In CSV or XLSX formats
• Considering selected filters
• For in-depth data analysis

Working with Data:

• Sort columns ascending/descending
• Filter by selected values
• Configure statistics by adding/removing parameters

Display Configuration:

• Available fields – parameters that can be added to the report
• Selected fields – parameters displayed in the report
• Ability to change the order of parameters

The BI system includes ready-made dashboards for quickly assessing overall contact center performance, agent productivity, and service quality (CSAT).

NovaTalks offers far more capabilities than it seems at first glance. Using these seven features will help you automate routine processes, improve customer service quality, and gain full control over your performance. It’s time to unlock the full potential of your platform!