What is Agent Assist and why is it essential for your Contact Center?
Written by:
Daniela Araújo
Have you heard of Agent Assist but still do not know its full potential?
Customer service has changed rapidly due to the number of innovative solutions that have emerged to improve efficiency and customer experience (CX). Keeping up with all this innovation can be incredibly challenging, but some of these solutions are so revolutionary that if you do not consider them, your Contact Center will surely be left behind. One of these solutions is Agent Assist, a solution powered by Artificial Intelligence (AI), which provides support to agents in real time.
Find out in this article why Agent Assist is essential for any Contact Center that wants to offer a faster and smarter service.
What is Agent Assist?
Agent Assist is an AI-based technology solution that improves the performance of Contact Center agents. By integrating with the company’s knowledge base, it provides real-time support during customer interactions, providing them with instant suggestions, automated responses, and quick access to relevant information.
This feature allows agents to resolve issues faster and more efficiently, but the benefits do not stop there. It also contributes to improved CX, optimized service processes, and significantly increased Contact Center productivity.
Key features of Agent Assist
Through advanced AI-powered features, Agent Assist acts as a true digital assistant, offering capabilities for human agents to do their jobs better. Think of it as a digital co-pilot that provides ongoing support, allowing your agents to focus on their human skills, such as empathy and problem-solving, while taking care of administrative and repetitive tasks.
The following features highlight how Agent Assist transforms customer service into practice.
- Complete customer view: Agent Assist collects relevant data about customers and their interaction history, so agents can personalize service without having to start from scratch with each interaction.
- Real-time recommendations: During the service, Agent Assist analyzes the ongoing interaction and provides instant suggestions on how the agent should proceed, based on the context of the conversation. This helps agents deliver faster, more accurate, and more valuable solutions to each customer.
- Automatic responses: In addition to recommendations, Agent Assist also suggests automatic responses, usually related to frequently asked questions or topics, allowing agents to quickly respond to frequent questions without having to manually search for this information.
- Automatic knowledge base search: Agent Assist also goes beyond providing suggestions or recommendations. They can perform deeper searches in the knowledge base to search for more detailed, specific, or contextual information that may not previously be available in recommendations or automated responses.
- Call summaries and transcripts: During voice interactions, Agent Assist transcribes conversations in real-time and generates automatic summaries of key points discussed.
- Reduced post-call work: After the interaction, Agent Assist not only provides a summary of the key topics discussed, but also suggests recommended actions based on the end of the conversation, speeding up call closure and significantly reducing the administrative burden on agents.
Benefits of Agent Assist for Contact Centers
1. Increased efficiency
As we saw earlier, real-time suggestions and automated responses reduce the cognitive load of agents, allowing them to serve with higher quality and in a more agile way. This translates into a more efficient service, in which agents can resolve more requests in a shorter time, increasing productivity and improving the operational efficiency of the Contact Center.
Practical example: An agent receives a call about a technical issue. Agent Assist immediately suggests a relevant knowledge base article about that same issue, allowing the agent to resolve the issue quickly, without having to spend time performing this search manually.
2. Increased customer satisfaction
With faster and more accurate responses, customers do not have to wait for a long time, which significantly improves the customer experience and increases customer satisfaction (CSAT).
Practical example: When a customer decides to speak with an agent to resolve an issue with a defective product they have received, Agent Assist immediately provides the agent with suggestions for specific answers, with details about warranties or instructions on returning products. In this way, the agent can offer a customized solution and quickly resolve the situation, ensuring a more efficient and satisfactory service experience.
3. Consistency in communication
In a large Contact Center, ensuring that all agents respond in the same way is a constant challenge. But it is essential that all agents follow a standard of communication to maintain the quality of service. Agent Assist suggests standardized responses, allowing you to standardize and maintain consistency in interactions, without confusing customers.
Practical example: A customer calls your Contact Center to answer questions about the return policy. Without Agent Assist, two agents can provide different information, depending on their understanding or way of communicating company policy. With Agent Assist, both agents receive automated suggestions and standardized responses that contain the same return policy information, ensuring that the customer has the same experience and receives the same response, regardless of who is serving them.
4. Reduced training time
In addition to the consistency of responses, training new agents is also often a lengthy process. Agent Assist accelerates this process by providing ongoing support, providing real-time insights, and reducing the learning curve, allowing new hires to onboard more efficiently and become more autonomous.
Practical example: Imagine that a new agent joins your Contact Center and needs to handle a common invoice query. Without Agent Assist, you would have to consult manuals or ask colleagues for help, which is time-consuming. With Agent Assist, the agent receives automatic suggestions and immediate responses on the correct procedure, as well as being able to instantly search the knowledge base on this topic to consolidate knowledge. Therefore, you can serve the customer effectively from day one and adapt faster.
5. Reduced call handling time
Time spent on post-call tasks can be significantly reduced through automated features such as transcriptions, call summaries, and suggestions for consequential actions.
Practical example: After a call, it is time for the agent to record the details about the interaction. Through the summary of the call and the actions recommended by Agent Assist, the agent realizes that they must route the case to another more suitable team, being able to end the service quickly, without wasting time on administrative tasks after the call.
6. Greater personalization in the service
Knowing the customer’s history before the interaction improves service personalization, allowing agents to do it more efficiently and relevant to each customer.
Practical example: A loyal customer gets in touch, and even before the agent initiates the conversation, Agent Assist highlights that customer’s interaction history and preferences, allowing for hyper-personalized service from the agent.
Still have questions about how Agent Assist can transform your Contact Center?
With an intelligent, automated approach, Agent Assist allows you to train your service team to be more productive and serve more efficiently. The result? More satisfied customers and a much more agile Contact Center.
And we do not stop there! By combining Agent Assist with the latest and most innovative Contact Center solutions, such as Advanced Analytics, Workforce Management and Post-Call AI, you can further improve the customer experience and optimize their operation.
Want to know how this technology can revolutionize your customer service? Request a demo now and you will see Agent Assist in action!
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