People at the heart of customer relationships
Active listening, empathy, ability to adapt, and contextual judgment: these are the human skills that form the basis of a successful customer relationship. There is no technology that can imitate them.
This is why our teams — our squads — are composed of agents selected for their affinity with your business challenges, their flexibility, and their commitment.
They are based all over the world, connected, continuously trained, and always supported.
Artificial intelligence: a real co-pilot for agents... and supervisors.
At Sqwad, AI is much more than a tool: it is a daily performance driver for the entire team.
For agents, it acts as intelligent support in real time:
- Instant contextual suggestions to better meet customer needs,
- Analysis of emotions and tones to adjust communication,
- Continuous and individualized feedback to accelerate the development of skills.
For supervisors, AI makes it possible to change their posture and gain in impact:
- Access to a global and objective vision of individual and collective performances,
- Proactive detection of weak signals,
- Saving time on operational monitoring, in favor of human support and strategic management,
Thus, the agent is not only faster, but also more relevant in his interactions and supervisors improve their prioritization of managerial actions, with a focus on what really matters.
Case study: humans boosted by AI in a multilingual campaign on an international scale
A major insurance group is launching an operation in five countries.
Objective: maintaining a high level of customer service, without extending deadlines.
Our Sqwads were mobilized to manage incoming and outgoing calls, with the support of an AI:
- Deployment of dedicated Sqwads by language,
- Instant translation via embedded AI,
- Real-time monitoring of quality and productivity,
- Automated individual coaching via our AI assistant.
Results in a few figures:
+33% productivity per agent,
+15 FCR points (First Contact Resolution),
+30% customer satisfaction (CSAT),
-40% in agent turnover.
Why choose humans powered by AI?
This hybrid approach combines the best of both worlds:
- Human expertise, the guarantor of an authentic and empathetic customer relationship,
- The power of AI, to accelerate, personalize and improve the quality of service,
- The flexibility of Sqwad teams, adapted to your specific and evolving needs.
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