Which feature lets supervisors step in during complex AI conversations?

The feature that allows supervisors to step in during complex AI conversations is the Omni Supervisor. This tool is designed to provide supervisors with the capability to oversee and manage interactions that involve AI, ensuring that agents can receive support when they encounter challenging situations. With the Omni Supervisor, supervisors can take control of a conversation in real-time, providing guidance or intervening directly to assist both the agent and the customer as needed.

This capability is essential in maintaining high-quality customer interactions, particularly in cases where the AI may not be able to handle specific queries or when more sophisticated human insights are required. By using the Omni Supervisor, organizations can enhance their service levels and ensure that customers receive timely and accurate information, thereby improving overall satisfaction and efficiency in communication.