The Need for Smart Speed
There is little doubt that the pandemic has slowed things down. But what it also did is accelerate the need for contact center support. Industries such as telco, cable and wireless are experiencing increasing pressure due to steep rise in contact demand. Retail, travel and banking have moved online.
Everyone is overwhelmed. Especially the call center agents.
As more call center workers and customer service agents work from home, leave their high-pressure jobs or move locations due to lockdowns and natural calamities, there’s a need to get new people up to speed quickly and efficiently. Unfortunately, this often results in low satisfaction for the customer, higher operating costs for the company and more stress for the agents.
A Co-Pilot on Your Side
AI-powered contact center messaging, chat and voice, is on the rise. And for the right reason. The solution helps to bridge the service and culture gaps, ensure brand consistency and give your team access to smart tools that boost your agents’ performance by assisting them during live customer interactions. Think of Agent Assist as a smart co-pilot. It helps your agents, especially those freshly onboard, to hit their stride faster and with less friction.
Knowing Your Customer’s Intent Is a Superpower
Your agents should not spend their precious time trying to figure out what to do or needing to repeat themselves. Instead, they should have access to intuitive tools that help them do this automatically.
The flows in Agent Assist are programmed based on real conversations with real customers. What’s more, they are updated in real-time depending on the context of the conversation. This way your agents do not need to second guess what the customer wants. Agent Assist will do that for them, impressing your customers and leading to higher sales.
Build Empathy & Rapport
Agent Assist uses Speech-to-Intent to instantly prompt agents with answers based on customer questions, reducing average handle time (AHT) and improving quality and consistency of customer communication.
Our machine learning models are based on real-life agent interactions and real-time feedback. The system gets the customer going and supports the agent to take the next best action, giving them the ability to focus their soft skills on building deeper rapport and empathy, even while juggling multiple conversations. And it gets better with time.
So Much More with Less
Access to smarter replies, up-sell and cross-sell opportunities and flexible adjustment depending on agent’s capacity and true customer intent is what Agent Assist is all about.
In a nutshell, the system helps to optimize your agents’ performance, allowing for a faster resolution of customer requests. It significantly reduces agent training so that much less time can be spent on onboarding. Furthermore, the system builds compliance and adherence to policy with your workforce. And it can work within any desktop and integrate with any existing CRM or knowledge management system.
To improve solution rates and while also optimizing cross-sell opportunities and grow customer satisfaction, book a free demo today!