My Virtual Partner (MVP) / Team Member Assist

ACI proudly introduces MVP – My Virtual Partner

a proprietary AI-driven desktop solution designed to revolutionize contact center performance. MVP is your intelligent Team Member Assist tool that listens to both sides of a customer interaction in real-time and provides live, accurate prompts to guide agents toward delivering exceptional customer experiences. 

Real-Time Coaching. Smarter Conversations

Unlike traditional training models, MVP empowers Team Members during live interactions — offering coaching precisely when it’s needed most. This real-time assistance ensures more effective communication, faster resolution, and a consistently positive customer journey. 

Intelligent Conversation Analytics 

MVP transcribes and analyzes 100% of customer conversations, unlocking rich insights through deep analytics. This enables continuous improvement across the entire operation by identifying trends, customer sentiment, and areas for optimization. 

MVP Chat – Redefining Self-Service with AI

Harnessing the power of AI and Natural Language Processing (NLP), MVP Chat enhances self-service and support in two keyways: 

  • Automation: Fully virtual interactions where 100% of the conversation is contained without human involvement. 
  • Augmentation: For live calls, MVP listens and assists by supplying the Team Member with relevant information — reducing effort by 30–40%. 

Proven Impact 

By combining automation and augmentation, MVP can reduce live Team Member effort by up to 60%, enabling faster resolutions and higher levels of customer satisfaction — all while boosting operational efficiency.