Contact Center
Real‑time order intelligence and policy answers at every CSR’s fingertips
Publisher
Manhattan Associates
Product Details
This assistant works inside Manhattan Active Omni Contact Center, giving CSRs proactive order, shipment, return, and promotion insights directly in the order and customer views. It routes each question to specialized sub-agents for order status, tracking, promotions, FAQs, SOPs, and return insights, and answers in natural language using live transaction data and uploaded SOP and FAQ content.
When a CSR opens an order, it surfaces holds, cancellations, shipment tracking, backorders, and overdue pickups before the customer asks. It answers questions on payments, returns, policies, and procedures without leaving the Contact Center UI, and it highlights applicable promotions and, with a recommendation engine, related products for upsell. Consolidating this in one panel reduces screen-hopping, cuts handle time and training, improves first-call resolution, and supports CSAT through faster, more personalized service.
Key Use Cases
Proactive Customer Service Order Intelligence
Surfaces live shipment delays, fulfillment holds, and backorders directly inside the Manhattan Active Omni UI before the customer asks.
In-Call Policy Navigation and Cross-Sell Recommendations
Routes agent queries to specialized policy and catalog sub-agents to provide immediate return guidelines and personalized product upsell options.
Explore detailed deployment path
Requires Gemini. Access integration prerequisites, specialized agent configuration guides, and implementation documentation.