CoSupport AI
What is Rulebase?
Rulebase is an AI-powered platform designed to enhance the capabilities of fintech customer service (CX) teams. It acts as an AI co-pilot, offering real-time support and guidance to agents during customer interactions, including calls, chats, and emails. The system focuses on automating quality assurance (QA) processes, ensuring regulatory compliance, and maintaining a complete record of every interaction for perfect recall.
By monitoring 100% of customer interactions live, Rulebase eliminates the need for random sampling or delayed reviews. It provides immediate alerts for policy breaches, compliance gaps, failed authentications, and other high-risk moments. This proactive approach aims to improve agent performance, boost Net Promoter Score (NPS), reduce Average Handle Time (AHT), and provide comprehensive visibility for compliance and audit teams.
Features
- Real-time QA & Compliance: Monitors 100% of interactions live.
- AI Co-pilot (Beam): Provides live guidance to agents during interactions.
- Risk Detection & Auto Escalation (Radar): Identifies and flags policy breaches, compliance gaps, and risky behavior as it happens.
- Instant Alerts: Notifies teams immediately about high-risk moments.
- NPS & AHT Improvement: Designed to reduce handle time and boost customer satisfaction.
- Compliance Flagging: Automatically identifies and flags potential compliance issues.
- Full Interaction Coverage: Analyzes calls, chats, and emails.
Use Cases
- Automating Quality Assurance in contact centers.
- Ensuring real-time regulatory compliance for customer interactions.
- Providing live coaching and support to customer service agents.
- Reducing Average Handle Time (AHT) for customer queries.
- Improving Net Promoter Score (NPS) through better agent performance.
- Identifying and mitigating risks in customer communications.
- Streamlining compliance monitoring and reporting for audit teams.
FAQs
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How does Rulebase ensure data security?
Rulebase encrypts all data with AES-256 encryption and stores it in secure, GDPR-compliant data centers. It is SOC II compliant and is pursuing ISO 27001 certification. -
What kind of interactions can Rulebase monitor?
Rulebase can monitor calls, chats, and emails, providing full visibility across different communication channels. -
How does Rulebase help improve agent performance?
Rulebase provides real-time guidance (Beam) to agents during interactions, helping them stay on-script, handle queries efficiently, and ensure compliance, which contributes to reduced handle times and increased customer satisfaction.
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