Agent Assist
AI-powered technology that provides real-time suggestions, information, and guidance to human support agents during customer interactions. Enhances agent performance and reduces resolution time.
Agent assist systems work alongside human support agents as intelligent co-pilots, analyzing customer conversations in real-time and surfacing relevant knowledge base articles, suggesting responses, identifying customer sentiment, and flagging potential compliance issues. This augmentation allows agents to handle queries faster and more accurately while maintaining the human touch that builds customer relationships.
In customer service operations, agent assist technology transforms support agent productivity and quality. New agents ramp up faster with AI guidance, experienced agents handle more complex queries with instant access to information, and teams maintain consistent quality across interactions. Agent assist also captures best practices from top performers and makes them available to the entire team.
The most effective agent assist solutions integrate seamlessly into existing workflows, providing unobtrusive suggestions that agents can accept, modify, or ignore. Advanced systems learn from agent feedback, continuously improving their recommendations and adapting to each agent's communication style and expertise level.