The software has call simulations and provides agents with feedback by processing data from every transaction
is used to train workers and aims to help them with daily tasks. Martin Tan, chief executive officer of Arbolo, explained that Arbolo is essentially a virtual coach for each call agent — the software has call simulations and provides agents with feedback by processing data from every transaction.
Tan said they currently have 200 BPO agents using Arbolo from 10 Latin America-based clients, including a large telecommunications company and an insurance provider.Arbolo’s AI-powered roleplay simulations depends primarily on the client’s own history of calls with customers. Part of an agent’s training includes roleplaying, typically with another BPO personnel pretending to be a caller. This helps themThrough Arbolo’s software, AI would act as a customer reaching out to the BPO agent via chat. Trainees can respond either by voice message.Tan said BPOs tend to only have few coaches, who would juggle multiple trainees for one-on-one training.
Aside from training, Arbolo can also be used by companies to figure out how else each of their agents can improve. The software also develops a feedback summary based on the calls the agent has taken, which could then be used by the company for employee reviews.The company, currently based in Chile, is hoping to set up shop in the Philippines. Tan is the only one among the team of six that is currently in Manila to get word out on Arbolo.
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