CurrentWave AI for contact centers & BPOs
Every agent resolves
like your best agent.
Most of your handle time is search time, not conversation time.
CurrentWave AI turns SOPs, client program guides, and product documentation into a conversational assistant agents query mid-call. Sourced answers in about three seconds, so reps stay with the customer instead of the knowledge base.
Search time is eating your handle time.
Agents juggle a knowledge base, a wiki, three chat channels, and a supervisor DM. Every second of that is on the customer's clock, and on your cost per contact.
Average handle time
Hold and dead air while the agent searches. The answer exists; the retrieval is what costs you.
Ramp and attrition
Training runs weeks, attrition resets it, and new agents lean on team leads for every unfamiliar scenario.
Multi-program complexity
BPO agents support several clients with different policies. Cross-program answers become QA failures.
Inconsistent CSAT
Two agents, two answers, two very different survey scores. Consistency is the CSAT lever nobody can staff for.
Ask mid-call. Answer before the hold gets awkward.
CurrentWave AI reads your SOPs, client program guides, product docs, and escalation matrices, then answers in plain language with the source cited, so agents can trust it and QA can trace it.
Team leads stop fielding the same five questions. Agents resolve more on first contact. Supervisors get their day back.
Knowledge that keeps up with the queue
From the floor to QA to workforce management, one trusted source, surfaced where agents already work.
In-the-moment answers
Plain-language questions, sourced answers in seconds. Fewer holds, fewer transfers, more first-contact resolution.
Fewer interruptions
Stop being the human knowledge base. Leads coach instead of answering the same policy question all shift.
Faster ramp, cleaner audits
New agents self-serve from day one, and every answer is cited so QA can verify what the agent was told.
Tier-1 deflection
CurrentWave Chat and Voice answer repetitive contacts from the same knowledge base, 24/7, before they reach the queue.
Knowledge health
Find stale, conflicting, and missing articles automatically, and fix them in the platform.
Analytics & insight
See top question drivers by program, where agents struggle, and which documentation to fix first.
Real results from support teams
Teams on CurrentWave AI see faster answers, fewer escalations, and quicker onboarding.
Faster answer retrieval
Agents reach the right answer 98% faster than manual search.
Fewer escalations
Cut escalations to supervisors and peers by 60%.
Faster onboarding
Reduce new-hire training time by 50%.
I was pleasantly surprised by how well CurrentWave AI handled a customer's complex payment issue. The AI's response was exactly what I would have provided myself. We are witnessing continuous advancements in how our customers are supported through AI via our Zendesk chatbot. Traditional chatbots could not have handled this level of complexity.
"Through our partnership with CurrentWave AI and the integration of their CXchat API, we are boosting our operational efficiency and improving our customer support. This partnership will empower our team and enhance our ability to support our customers with personalized, responsive service."
Everything your support organization needs
Start with internal knowledge for your team, then extend the same trusted answers to customers.
The internal assistant for agents and team leads. Retrieval, knowledge health, and analytics in one platform, citation-backed answers in seconds.
A customer-facing website assistant that resolves repetitive contacts 24/7 from the same knowledge base, in your brand's voice.
A phone assistant that answers common questions before they hit the queue, connected to the same trusted knowledge as your agents.
Questions support leaders ask
How does CurrentWave AI help contact centers and BPOs?
CurrentWave AI turns SOPs, client program guides, and product documentation into a conversational assistant agents can query mid-call. Answers arrive in seconds with the source cited, which lowers average handle time, reduces escalations, and makes every agent answer like your best agent.
Does CurrentWave AI reduce average handle time?
Yes. Most handle time is search time: agents hunting through knowledge bases, wikis, and chat channels. CurrentWave returns a direct, sourced answer in about three seconds, so agents stay in the conversation instead of the knowledge base.
Can a BPO use CurrentWave AI across multiple clients and programs?
Yes. Each client's documentation can be maintained as its own knowledge set, so agents get answers scoped to the program they are supporting, which is useful for multi-client BPOs where cross-program confusion drives QA failures.
Does CurrentWave AI replace contact center agents?
No. It removes the lookup work so agents can focus on the customer. Where self-service is appropriate, CurrentWave Chat and Voice deflect repetitive tier-1 contacts using the same trusted knowledge base.
How fast can a contact center deploy CurrentWave AI?
Most teams are live in about one business day, with no document preparation required and minimal IT involvement.
Lower handle time. Start today.
See how CurrentWave AI puts every SOP and program guide one question away, mid-call.