Redefine Customer Experience: How AI Agent Assist Empowers Human Agents and Elevates CX

How AI Agent Assist Empowers Human Agents and Elevates CX

The modern contact center demands agility, efficiency, and unwavering focus on customer satisfaction. Achieving this trifecta hinges on one crucial element: empowered agents. Yet, traditional methods often fall short, leaving agents overwhelmed, disengaged, and ultimately unable to deliver exceptional experiences.

Enter AI Agent Assist, the revolutionary AI-powered human agent performance amplifier.

Guided Workflows, Instant Knowledge with AI Agent Assist

  • Step into the Agent’s Shoes: A Guided Journey to Success

Imagine navigating complex customer queries with real-time agent assistance, step-by-step guidance. AI Agent Assist’s intuitive interface provides in-call alerts and next-best actions, ensuring human agents stay on track and deliver consistent, compliant customer experiences. No more guesswork, no more scrambling. Just confident, informed interactions that build trust and loyalty.

  • Knowledge is Power: Transforming Agents into Subject Matter Experts

Forget the days of agents scouring mountains of documentation. AI Agent Assist’s Knowledge AI unifies information from diverse sources, presenting agents with quick, accurate answers to customer inquiries. This empowers them to resolve issues swiftly and confidently, leaving customers feeling heard and valued.

  • Beyond the Call: Streamlining Workflow and Boosting Efficiency

AI Agent Assist doesn’t stop at the call. It automates tedious after-call work with call and chat summaries generated using real-time transcription and Generative AI. This frees up valuable agent time, allowing them to focus on what truly matters: meaningful conversations with customers.

  • AI-powered Automation: Eliminating Errors and Saving Time

AI Agent Assist integrates robotic process automation (RPA) capabilities, automating repetitive backend tasks like data entry and form completion. This minimizes manual errors, saves agents precious time, and streamlines operations for a frictionless customer journey.

  • Real-Time Visibility, Continuous Improvement: Empowering Supervisors

Agent Assist AI equips managers with a real-time window into agent performance. Through the supervisor application, they gain access to key conversation metrics, call alerts, and agent performance data. This two-way communication channel enables real-time coaching and personalized feedback, fostering a culture of continuous improvement.

VoiceOwl: Fueling Human Agent Performance with AI-powered assistance:

Leverage the potential of generative AI and LLM capabilities to elevate agent proficiency in delivering exceptional customer service. Equip them with prescriptive insights, built-in knowledge databases, automated assistance functionalities, and real-time guidance for enhanced customer interactions.

Real-Time Agent Assistance: Conversation suggestions, sentiment tracking, and actionable insights empower agents to continuously improve and deliver exceptional experiences.

CCaaS Plug-n-Play: Seamlessly integrate AI Agent Assist with your existing CCaaS platform, whether it’s Salesforce, Zendesk, or Genesys. Your human agents’ existing workflow gets turbocharged with AI-powered automation, ensuring smooth adoption and immediate impact.

Improved Productivity: Pre-defined strategies and streamlined processes, empower agents to navigate through complex customer interactions with accuracy and consistency. The result? Elevated agent productivity and efficiency.

AI Agent Assist: Real-Time Assistance for Transforming CX

Empower agents with real-time insights, automation, and knowledge access for improved efficiency and accuracy.

  • Real-time agent assistance: Step-by-step in-call support for seamless, compliant interactions.
  • Guided workflows: Predefined pathways for efficient call resolution.
  • Entity auto-fill: Automatic data entry for faster call processing.
  • Knowledge assist: Instant access to accurate answers empowers agents as subject matter experts.
  • Call and chat summaries: Saves time and streamlines post-call work.
  • RPA: Automates repetitive tasks for increased efficiency.
  • Usage reporting & analytics: Data-driven insights for continuous improvement.
  • Supervisor application: Real-time visibility and coaching for agent success.
Impact in Numbers:
  • Up to 35% reduction in Average Handle Time
  • Up to 20% Improvement in First Contact Resolution 
  • Up to 30% increase in Agent productivity

Ready to Boost Agent Performance with AI Agent Assist?

Connect with our experts and discover how AI Agent Assist can transform your customer service experience.