Precisely boosts EngageOne RapidCX platform with gen AI

Precisely has continued its year of AI-enablement of applications with the addition of Gen AI to its EngageOne RapidCX Customer Communications platform. There are three new AI agents as part of this release, Sentiment Analysis, Contextual Rewrite and Readability. Additionally, there is a new AI Intelligent Search functionality to make it easier and faster to find content.

Allan Christian, senior vice president and general manager, Engage at Precisely, said, “Customer expectations are rising, regulations are tightening, and the pace of change is accelerating. As agentic AI reshapes how organisations engage their customers, trust and transparency matter more than ever.

“By embedding trusted agentic AI and Intelligent Search directly into communication workflows, EngageOne RapidCX helps digitally-enabled teams streamline their work while maintaining full control over quality and compliance—giving them the foundation they need to confidently modernise communications for the agentic AI era.”

Why customer communications needs AI

Customer communications teams are under increasing levels of pressure from customers. The HubSpot State of Customer Service report revealed that 75% of customer service reps saw the highest level of tickets in 2024, and that is expected to continue.

The pressure to get it right is also increasing. Get it wrong, and customers go elsewhere. A recent Zendesk blog shows that customers give companies just 2.2 chances before they move their business.

The HubSpot report also revealed three other key factors, all of which play into this announcement by Precisely. The first is that 44% of CRM leaders put improving CX as their number one pain point. The second is that 78% of customers expect more personalisation options than before. The last is that 81% of CRM leaders expect their staff to be using AI in their daily work.

To improve customer service, agents need to be able to respond to incoming calls with accurate information. This is nothing new. However, the vast amount of information that companies now hold on customers means it is increasingly more difficult to consolidate that in an easy and understandable format for customer service reps.

It means that teams need to understand customers better, including when they are upset or angry. That is a soft skill challenge that technology can begin to help with. Reps also need to be compliance aware of what they access and what they provide to customers.

A third challenge for those teams is making sure that any response is on brand. When placating an angry customer, that latter point can be challenging.

How is Precisely helping address this?

There are four key tools in this announcement around EngageOne RapidCX. What they give reps is the ability to better understand the caller and resolve any issues.

Alongside these new tools are others from Precisely that pull all the data from across the enterprise into a more understandable format. That allows them to have the right information when they talk to the customer. Additionally, Precisely provides a large number of data enrichment tools that also give more depth around the customer.

The new tools are:

• Sentiment Analysis Agent: Provides real-time tone and language coaching during template design, strengthening brand consistency and compliance, over time.
• Readability Agent: Scores and suggests improvements to enhance clarity, simplify complexity, and help ensure messages meet regulatory-grade readability expectations.
• Contextual Rewrite Agent: Rewrites legacy content to help align with brand and regulatory standards, saving time and reducing legal exposure.
• AI Intelligent Search: Enables discovery of the right templates and brand assets quickly with intelligent search, streamlining workflows and accelerating brand consistency.

Making life better for customer service reps

Delivering these upgrades to EngageOne RapidCX as AI agents gives customer service reps additional data and features while dealing with a customer. Perhaps the most important for many is the Sentiment Analysis Agent. Not only will it provide the agent with information about how the customer appears to be perceiving the call, but it will also help the agent detune a stressful call.

The ability of the other agents to then deal with messaging is critical. It doesn’t matter if the communication is verbal or written. It must be clear to the customer, accurate, authoritative and, more importantly, compliant and on-brand.

These three agents and enhanced search are just the start of the enhancements that Precisely is delivering for EngageOne RapidCX. It is to provide additional AI agents and tools that will:

• Automated usage tracking, providing template consolidation recommendations to help reduce errors and maintenance costs.
• Adaptive agents to adjust multistep communications in response to data changes, for continued compliance and relevance.

Enterprise Times: What does this mean?

Anything that eases the pressure on customer service reps will be welcomed by businesses and customers. There is nothing more likely to irritate a customer than a rep giving poor advice or not listening on the call. Getting that level of information and the tone of response right is critical.

From a rep’s perspective, there is rarely any training on soft skills when it comes to detecting an escalation by a customer until it happens.  Detecting sentiment, making sure that the messaging is customer-friendly, accurate, and on-brand, can be challenging for teams, especially during November and December, typically the two busiest months.

Precisely is, therefore, making this announcement at a time when all of this is on the minds of every customer service director and CRM leader. They will recognise what is being announced and what it could offer their teams. It will be interesting to find out how quickly customers are adopting these new AI agents. Another key point will be any evidence from customers that this has reduced customer churn and improved life for their reps.

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