Agiloft - Detailed Review
Customer Service Tools
Agiloft - Product Overview
Agiloft Overview
Agiloft is a comprehensive and award-winning solution that excels in the customer service and contract management sectors, heavily leveraging AI-driven technologies to enhance business processes.Primary Function
Agiloft’s primary function is to automate and streamline various business processes, particularly in contract management, customer support, and workflow automation. It helps organizations manage contracts efficiently, improve customer satisfaction, and enhance overall operational efficiency.Target Audience
Agiloft caters to a diverse client base, ranging from small businesses to Fortune 500 companies. Its target market includes a wide array of industries such as:Enterprise Businesses
Large corporations managing a high volume of contracts.Government Agencies
Federal, state, and local entities needing secure and compliant contract management.Legal Firms
Law firms handling numerous client contracts.Healthcare Providers
Hospitals and healthcare organizations managing contracts with vendors and insurance companies.Financial Institutions
Banks and financial services companies requiring secure contract management systems.Key Features
Agiloft boasts a range of powerful features that make it a standout in its category:Contract Management
Automates the complete contract lifecycle, including approval processes and integration with other business processes.Customer Support Portal
Enhances customer satisfaction by providing faster responses and efficient ticket resolution.Workflow Automation
Automates various business workflows to improve efficiency.Document Management
Manages company documents, including contracts, user guides, and financial reports.Email Integration
Integrates with email systems to streamline communication.Reporting and Analytics
Provides detailed reports and analytics to help in decision-making.Role-Based Permissions
Ensures security with role-based access controls.Mobile Access
Allows users to manage tasks and contracts on the go.AI Platform
Uses generative AI for contract onboarding, review, analysis, and data discovery, helping to identify risky terms and clauses automatically. By combining these features, Agiloft offers a holistic solution that can significantly improve operational efficiency, compliance, and customer satisfaction. Agiloft - User Interface and Experience
User Interface of Agiloft
The user interface of Agiloft, particularly in its Customer Service Tools and AI-driven product category, is characterized by several key features that enhance ease of use and overall user experience.
Intuitive Navigation
Agiloft’s user interface is known for its intuitive navigation. The platform offers a clear and organized layout, making it easy for users to find and access the features they need. The default setup displays tables and links based on the user’s group membership, ensuring that each user sees relevant information and tools.
Customization
One of the standout features of Agiloft is its adaptability. The platform allows for extensive customization without requiring any coding. Users can configure the system to fit their specific business processes and terminology, making the interface feel highly personalized. This customization is achieved through a point-and-click interface, which is easy to understand even for non-technical users.
User-Friendly Interface
The end-user interface (EUI) of Agiloft is designed to be user-friendly. Users can perform various tasks such as submitting new items, editing existing items, viewing and running searches, and accessing FAQs, all within a straightforward and accessible environment. The interface also allows users to customize their own profiles and access specific features based on their permissions.
Integration and Workflow
Agiloft integrates seamlessly with other applications, such as Microsoft Teams, Google Docs, and Microsoft Dynamics, which enhances the user experience by allowing users to work within their familiar tools. The platform also supports nested workflows, improved file field usability, and additional permissions for saved searches, making workflows faster and simpler.
AI-Driven Features
The AI capabilities in Agiloft are integrated to simplify tasks and provide critical business intelligence. The AI platform helps in surfacing, organizing, and searching contract data, reducing the need for manual tasks. This AI integration is customizable by non-technical users, further enhancing the ease of use.
Training and Support
Users have reported that the training process for Agiloft is relatively short and effective. New users can become productive quickly, often within 15 minutes of initial training. The support provided by Agiloft is also highly praised, with customers noting excellent support and a patient approach to addressing unique business needs.
Conclusion
In summary, Agiloft’s user interface is highly intuitive, customizable, and integrated with other tools, making it easy to use and highly effective for various business processes. The overall user experience is enhanced by its ease of customization, user-friendly design, and strong support.
Agiloft - Key Features and Functionality
Agiloft Overview
Agiloft, a leading contract lifecycle management (CLM) software, integrates advanced AI features to enhance customer service, operational efficiency, and contract management. Here are the key features and functionalities of Agiloft in the AI-driven product category:
Automated Contract Review and Analysis
Agiloft’s AI Core scans third-party contracts, automatically applying tags to data points and comparing third-party language to similar language in your clause library. This AI capability helps identify missing clauses and terms, and it can replace them with standard or fallback clauses from your library. Key terms from third-party contracts are automatically populated in Agiloft, ensuring all contractual data is properly tracked.
Workflow Automation
Agiloft’s AI-driven workflow automation improves visibility into contract data and makes business processes more efficient. It allows you to build your clause library quickly and use identified clauses to facilitate the review of future contracts. This automation reduces the need for manual intervention and speeds up contract processes.
Generative AI Capabilities
Agiloft has introduced new generative AI features, including GenAI Prompt Lab, ConvoAI Document Q&A, and Screens. These features enable legal teams to ask specific questions about a contract and receive AI-driven responses directly tied to the source of the information within the document. The white box AI functionality provides complete transparency into the decision-making process, allowing users to trust the AI model’s reasoning by highlighting the content within the contract that supports the answer.
Custom AI Solutions
Agiloft offers the ability to customize AI capabilities to fit specific use cases. Customers can work with Agiloft’s Data Science team to assess whether pre-trained AI will meet their needs, or if light tuning or a total custom solution is required. This flexibility allows businesses to integrate their own machine learning models built on other platforms into the Agiloft system.
Integration with Customer Service Tools
When integrated with tools like Goodcall, Agiloft enhances customer service significantly. Goodcall’s AI phone assistant can handle customer inquiries, direct them to the appropriate contract information stored in Agiloft, and provide 24/7 customer support. This integration also allows for automated scheduling of appointments and meetings related to contract discussions, ensuring that contract-related queries are addressed promptly and accurately.
Data Synchronization and Access
Agiloft ensures seamless data synchronization by allowing Goodcall to access and update contract information in real-time. This ensures that all data is accurate and up-to-date, reducing errors and improving overall efficiency.
Modern Machine Learning Infrastructure
Agiloft’s AI leverages open-source libraries from global technology leaders and supports native integration with TensorFlow, PyTorch, Hugging Face, and Amazon AWS Sagemaker models. This modern infrastructure ensures that the AI capabilities are always current and can be hosted on a dedicated Amazon Web Services (AWS) account if desired.
Conclusion
These features collectively enhance productivity, improve customer satisfaction, and reduce compliance risk by providing timely and accurate information throughout the contract lifecycle.
Agiloft - Performance and Accuracy
Performance
Agiloft’s AI Core significantly enhances the efficiency of contract management processes. Here are some performance highlights:
- The software automates the review and analysis of contracts by scanning third-party contracts, applying tags to data points, and comparing language to the user’s clause library. This automation helps identify missing clauses and terms, and replaces them with standard or fallback clauses, saving time and effort.
- Agiloft’s workflow features allow users to build and update their clause library quickly, ensuring all contractual data is properly tracked. This automation improves visibility into contract data, makes business processes more efficient, and reduces risk.
- The “AI Your Way” initiative enables customers to configure AI-powered workflows to fit their specific needs, streamlining operations and automating manual tasks. For instance, features like GenAI Prompt Lab and ConvoAI Document Q&A help in redlining, negotiating, and executing contracts more swiftly.
Accuracy
Accuracy is a critical aspect of Agiloft’s AI capabilities:
- Agiloft maintains a high degree of accuracy, with a threshold of 90% or better considered “top shelf” in the industry. The AI Trainer allows users to train the AI using their internal files, increasing the accuracy and relevance of the results to their specific needs.
- The use of open-source libraries from global technology leaders and proprietary algorithms ensures state-of-the-art AI performance. This approach keeps the technology current and aligned with industry standards.
- The new generative AI features, such as those in GenAI Prompt Lab, employ white box AI, providing complete transparency into the decision-making process. This transparency allows users to trust AI responses by seeing the highlighted content within the contract that supports the answer, eliminating guesswork from AI-driven insights.
Limitations and Areas for Improvement
While Agiloft’s AI-driven CLM software is highly advanced, there are some areas to consider:
- Privacy Concerns: Privacy is a significant issue, with respondents to Agiloft research citing it as a major concern. Agiloft adheres to relevant data protection regulations like GDPR, but ongoing vigilance is necessary as privacy regulations are expected to increase.
- Customization and Training: While the AI can be customized and trained, this process may require some effort and collaboration with Agiloft’s Data Science team. This could be a minor hurdle for organizations that need highly specific AI solutions.
- Dependence on Quality Data: The accuracy of Agiloft’s AI is dependent on the quality of the data used to train it. Ensuring that the internal files and clause libraries are accurate and comprehensive is crucial for optimal performance.
Overall, Agiloft’s AI-driven CLM software demonstrates strong performance and accuracy, with a focus on automation, efficiency, and transparency. However, it is important for users to be aware of the need for data quality and ongoing compliance with privacy regulations.
Agiloft - Pricing and Plans
Agiloft Pricing Structure
Agiloft’s pricing structure for its AI-driven contract and document management software is based on several factors, including organizational size, agreement complexity, and the level of functionality required. Here’s a breakdown of the different plans and features:
Pricing Tiers
Agiloft offers three main pricing tiers: Essentials, Advanced, and Premium.
Essentials
- This tier is suitable for smaller organizations or those with basic contract management needs.
- While specific details on the features of the Essentials plan are not widely available, it generally includes core contract management functionalities such as contract creation, approval workflows, and basic reporting.
Advanced
- The Advanced Edition is ideal for mid-size businesses.
- It includes full contract lifecycle management capabilities, advanced third-party contract analysis and review, comprehensive workflow automation, obligation tracking, and data integrations.
- Additional features include smart imports of legacy contracts and the option to extend functionalities with add-on iPaaS connectors, making it adaptable for firms with specific integration needs.
Premium
- This tier is best suited for AI-first organizations with a larger budget.
- It includes all the features from the Advanced plan plus additional advanced functionalities, although specific details are not publicly disclosed.
- The Premium plan is highly customizable and integrates extensively with other systems, making it suitable for large enterprises with complex needs.
Pricing
- The minimum starting price for Agiloft is approximately $6,000 annually for basic plans.
- The cost can extend up to $60,000 for enterprise-level solutions, depending on the level of customization and integrations chosen.
- On average, the annual cost is around $37,000.
Free Plan
- Agiloft does offer a free plan with limited features.
- The free edition includes features such as a complete audit trail, built-in OCR for converting image files into searchable text documents, fine-grained security permissions, one-click contract creation, automatic redlining, and flexible approval workflows.
Payment Options
- Agiloft’s pricing on platforms like the AWS Marketplace is based on contract duration, allowing users to pay upfront or in installments. The duration of the contract determines the access to specified quantities of use, which can expire or renew based on the user’s choice.
Free Trial
- Agiloft offers a free trial for its plans, allowing potential users to test the software before committing to a purchase.
In summary, Agiloft’s pricing is quotation-based and varies widely depending on the specific needs of the organization. While there is a free plan available with limited features, the more comprehensive plans require a significant investment, especially for larger and more complex operations.
Agiloft - Integration and Compatibility
Agiloft Overview
Agiloft, a comprehensive Contract Lifecycle Management (CLM) software, is highly integrative and compatible across a variety of platforms and devices, making it a versatile tool for managing contracts efficiently.
Integration Capabilities
Agiloft integrates seamlessly with over 1,000 essential enterprise technologies through its Integration Hub, powered by Workato. This allows for bidirectional data flow between Agiloft and numerous other applications. Here are some key integration points:
- Pre-built Connectors: Agiloft offers pre-built connectors for integrating with a wide range of enterprise applications, including Salesforce, Oracle Fusion Cloud, and more.
- Universal HTTP Connector: If a pre-built connector does not exist, Agiloft provides a universal HTTP connector that can connect to any system’s APIs, ensuring no system is left out.
- API and Scripting: Agiloft supports real-time integration via Web Services/SOAP and REST APIs, allowing for linking to fields in other databases and scripts. The API documentation is available in Open API (Swagger) format, enabling users to test API methods directly within the system.
Compatibility Across Platforms and Devices
Agiloft is compatible with a range of operating systems, browsers, and devices:
- Operating Systems: Agiloft can be installed on 64-bit Windows (Server 2012R2, 2016, 2019, or 2022) and Linux (recent major releases including Suse, RedHat 8 and above, Debian, Fedora, CentOS, and AWS AMI).
- Browsers: The software is compatible with Firefox, Chrome, Microsoft Edge on Windows, and Safari on Mac. Additionally, it supports Opera.
- Devices: Agiloft is accessible on both desktop and mobile devices. The platform automatically resizes depending on the screen, and while the mobile interface is simplified, it retains key functionalities.
Additional Integrations
Agiloft also integrates with other tools to enhance its functionality:
- Microsoft 365: Direct connectors to MS365 are available, enhancing communication and workflow automation.
- E-signature Tools: Agiloft has direct connectors to Adobe Sign and DocuSign for seamless e-signature processes.
- AI and Automation: Integrations with AI-driven tools like Goodcall provide automated scheduling, 24/7 customer support, and enhanced customer service capabilities.
Conclusion
In summary, Agiloft’s extensive integration capabilities and broad compatibility ensure that it can be seamlessly integrated into various business environments, making it a highly adaptable and efficient CLM solution.
Agiloft - Customer Support and Resources
Agiloft Customer Support Overview
Agiloft offers a comprehensive suite of customer support options and additional resources, ensuring that users can resolve issues efficiently and effectively.Integrated Support System
Agiloft’s customer support solution integrates all customer support functions into a single system. This includes configurable case assignment, escalation rules, proactive case monitoring, and automatic notifications. This integration helps in streamlining operations, reducing response times, and improving customer satisfaction rates.Multichannel Support
Users can submit tickets through various channels such as live chat, phone, email, social media, or web forms. This multichannel support ensures that customers can reach out in the way that is most convenient for them. Integrated live chat allows technicians to communicate with multiple customers simultaneously, enhancing real-time support.Self-Service Portal
The self-service portal is available 24/7, enabling customers to submit tickets and resolve issues independently. This reduces the time support staff spend on handling emails and calls, and empowers customers to find solutions on their own.Automated and AI-Driven Features
While Agiloft’s primary documentation does not explicitly highlight AI-driven features, the system does include automated elements such as a dynamic library of standard solutions that technicians can use to resolve cases quickly. Additionally, graphical charts and reports provide insights into turnaround times, staff productivity, and backlogs, which can be seen as precursors to more advanced analytics.Escalation and Notification
Escalation rules track Service Level Agreements (SLAs) and notify managers when urgent or overdue issues need attention. This ensures that critical issues are addressed promptly and efficiently.Reporting and Analytics
The system includes graphical charts and reports that provide insights into turnaround times, staff productivity, and backlogs. Integrated customer surveys also allow for monitoring customer satisfaction levels, providing valuable feedback for continuous improvement.Auditability and Security
Full auditability is provided through historical snapshots that display configurable audit logs and the entire record at any point in time. Single sign-on capabilities via LDAP/Active Directory, SAML, or Google OAuth simplify access and enhance security.Support Plans
Agiloft offers various support plans, including Standard, Gold, and Platinum tiers. These plans vary in coverage hours, priority ticket handling, and the number of customer named contacts. For example, the Platinum tier offers 24/7 coverage, priority ticket handling, and more comprehensive support, including integration support and quarterly EBR/Operations Reviews.Additional Resources
- Admin on Demand: This service provides fractional administrators to help with user management, troubleshooting, contract template management, and other administrative tasks.
- Technical Account Manager: Available as an add-on for Gold and Platinum plans, this service provides dedicated support for more complex needs.
- Community and Help Center: Users can access a community forum and help center for additional resources and support.
Agiloft - Pros and Cons
Advantages of Agiloft in the Customer Service Tools AI-driven Category
Agiloft offers several significant advantages in the customer service tools category, particularly with its AI-driven features:Streamlined Operations
- Agiloft consolidates all customer support functions into a single system, streamlining operations and reducing response times. This includes configurable case assignment, escalation rules, and proactive case monitoring.
- The platform automates and simplifies service request and incident management processes, improving efficiency and response times.
Multichannel Support
- Agiloft allows for capturing tickets from various channels such as live chat, phone, email, social media, or web forms, ensuring true multichannel support.
Self-Service Capabilities
- The built-in end-user portal enables users to help themselves 24/7, reducing the time staff spend handling emails and calls. This self-service portal also empowers customers to resolve issues independently.
AI-Driven Insights
- Agiloft’s AI capabilities, such as those in Agiloft AI Core, improve contract management and other business processes. For customer service, AI can help in analyzing data, extracting key terms, and automating decision-making processes. The white box AI feature provides transparency into the decision-making process, allowing users to trust AI responses.
Enhanced Communication
- Integrated live chat allows for real-time communication with support staff, enabling technicians to chat with multiple customers simultaneously. Email and SMS integrations provide active notifications across all devices.
Customization and Integration
- The platform offers extensive customization options, including a no-code platform that ensures rapid deployment and a fully extensible system. APIs and system integration capabilities enable real-time integration with back-end systems.
Reporting and Analytics
- Graphical charts and reports provide insights into turnaround times, staff productivity, and backlogs. Integrated customer surveys help monitor customer satisfaction levels.
Security and Auditability
- Full auditability is provided through historical snapshots that display configurable audit logs and the entire record at any point in time. Single sign-on capabilities simplify access and enhance security.
Disadvantages of Agiloft
While Agiloft offers a wide range of benefits, there are some potential drawbacks to consider:Customization Complexity
- Although Agiloft is highly customizable, this can sometimes lead to a learning curve for users who are not familiar with the extensive features and options available.
Cost
- The pricing for Agiloft is quotation-based for premium plans, which might be a barrier for smaller businesses or those with limited budgets. The freemium option has limited features, which may not be sufficient for all users.
Dependence on AI
- While AI capabilities are a significant advantage, they also require proper implementation and training. This might necessitate additional resources and time to fully optimize the AI features.
User Interface
- Some users might find the interface overwhelming due to the numerous features and options available. However, Agiloft does offer personalized home pages and dashboards to help manage this.
Agiloft - Comparison with Competitors
When Comparing Agiloft with Other AI-Driven Customer Service Tools
When comparing Agiloft, a comprehensive contract lifecycle management (CLM) software, with other AI-driven customer service tools, it’s important to highlight its unique features and how it stands out in the market.
Unique Features of Agiloft
- Contract Lifecycle Management: Agiloft is specifically focused on contract management, offering features like customizable templates, automated approval workflows, and robust analytics to ensure efficient and compliant contract management.
- AI Integration: Agiloft’s “AI Your Way” initiative includes generative AI capabilities such as GenAI Prompt Lab, ConvoAI Document Q&A, and Screens. These features provide transparency into the AI decision-making process, allowing users to trust the AI model’s reasoning. The ConvoAI Document Q&A feature enables legal professionals to ask specific questions about a contract and receive AI-driven responses directly tied to the source of the information within the document.
- Integration with Customer Service Tools: Agiloft can integrate with AI phone assistants like Goodcall, enhancing customer service by handling customer inquiries, directing them to appropriate contract information, and providing 24/7 customer support.
Potential Alternatives
Forethought AI
Forethought AI is more generalized in its customer support capabilities, focusing on automating and optimizing customer support ticketing processes. It uses machine learning to categorize and route tickets to the right agents and provides automatic responses to common issues. While it does not specialize in contract management, it is a strong option for businesses looking to streamline general customer support operations.
Yellow.ai
Yellow.ai offers an omnichannel AI solution that supports text and voice interactions across various platforms, including social media, messaging apps, and email. It is more suited for large enterprises needing to engage customers across multiple channels but does not have the specialized contract management features that Agiloft provides.
Zendesk AI
Zendesk AI is another robust customer service platform that uses machine learning to automate ticket routing and responses. It supports self-service capabilities through automated knowledge base recommendations and chatbots. While it is scalable and omnichannel, it lacks the specific contract management focus of Agiloft.
Tidio
Tidio is an AI-powered chatbot and live chat platform that is more geared towards small to medium-sized eCommerce businesses. It provides automated responses to frequently asked questions and integrates with websites, eCommerce platforms, and social media. However, it does not offer the advanced contract management features that Agiloft does.
Key Differences
- Specialization: Agiloft is highly specialized in contract lifecycle management, making it a top choice for businesses that need detailed contract management. Other tools like Forethought AI, Yellow.ai, and Zendesk AI are more generalized in their customer support capabilities.
- AI Transparency: Agiloft’s use of white box AI provides transparency into the decision-making process, which is unique compared to other AI-driven customer service tools.
- Integration: While Agiloft can integrate with specific customer service tools like Goodcall, other platforms like Yellow.ai and Zendesk AI offer broader integration across multiple customer service channels.
In summary, Agiloft stands out for its specialized contract management features and transparent AI capabilities, making it an ideal choice for businesses that need advanced contract lifecycle management. However, for broader customer service needs, alternatives like Forethought AI, Yellow.ai, and Zendesk AI may be more suitable.
Agiloft - Frequently Asked Questions
Frequently Asked Questions about Agiloft
Q: What is Agiloft and what does it do?
Agiloft is a comprehensive contract lifecycle management (CLM) software. It streamlines and automates contract processes, ensuring efficient and compliant contract management through features like customizable templates, automated approval workflows, and robust analytics.Q: How does Agiloft use AI in contract management?
Agiloft leverages AI to improve contract management in several ways. It uses AI to scan third-party contracts, apply tags to data points automatically, and compare third-party language to similar language in your clause library. This helps in identifying missing clauses and terms, and replacing them with standard or fallback clauses. Additionally, Agiloft’s AI extracts key terms from contracts and populates them in the system, saving time and effort.Q: Can Agiloft integrate with other business systems?
Yes, Agiloft offers drag-and-drop integrations with over 1,000 business systems. This allows for seamless connectivity and data synchronization across various platforms, enhancing overall operational efficiency.Q: What are the new generative AI capabilities in Agiloft?
Agiloft has introduced new generative AI (GenAI) capabilities that revolutionize contract negotiation and redlining. These features include the GenAI Prompt Lab, ConvoAI Document Q&A, and Screens. The ConvoAI Document Q&A allows legal professionals to ask specific questions about a contract and receive AI-driven responses directly tied to the source of the information within the document. This white box AI functionality provides transparency into the decision-making process.Q: How does Agiloft’s AI assist in contract review and redlining?
Agiloft’s GenAI capability helps in contract review and redlining by understanding approved clauses, reviewing third-party contract language for misalignments, and composing redlines that blend third-party language with the legal team’s preferred phrasing. This reduces the back-and-forth negotiations between parties, speeding up the contract execution process. Users can accept, reject, or modify suggested redlines, keeping them in control over the contracting process.Q: Is Agiloft’s AI customizable for specific business needs?
Yes, Agiloft allows for customization of its AI capabilities. Customers can work with Agiloft’s Data Science team to assess whether pre-trained AI will meet their needs, or if light tuning or a total custom solution is required. This ensures that the AI solution is built to meet the specific requirements of the business.Q: How does Agiloft ensure data accuracy and synchronization?
Agiloft ensures data accuracy and synchronization through its integration with other systems and its AI-driven workflow automation. For example, when integrated with Goodcall, Agiloft can access and update contract information in real-time, ensuring that all data is accurate and up-to-date.Q: What kind of support does Agiloft offer to its customers?
Agiloft provides comprehensive support to its customers, including world-class service and support. The platform is user-friendly and does not require formal training for non-technical practitioners to configure, maintain, and administer. Additionally, Agiloft offers training and tutorials for its AI capabilities, such as those using SageMaker and TensorFlow.Q: Can Agiloft be used across different departments within an organization?
Yes, Agiloft is versatile and can be used across various departments such as legal, sales, finance, procurement, and IT. It serves as a one-stop solution for contract lifecycle management, making it beneficial for multiple teams within an organization.Q: How does Agiloft enhance customer service?
Agiloft, when integrated with tools like Goodcall, enhances customer service by providing 24/7 support. Goodcall’s AI phone assistant can handle customer inquiries, direct them to the appropriate contract information, and automate scheduling for contract-related discussions, ensuring prompt and accurate responses to customer queries.