Agent Assist has the ability to listen to voice calls and provide accurate suggestions to agents, integrate with any back end systems, and improve self-service solutions through agent interactions.

  • “Listen” to customer and agent interactions to provide suggested answers, appropriate feedback, and next steps to your agents within any agent desktop interface.
  • Reduce average handle time by providing agents with correct information in a timely manner.
  • Let agents excel at human empathy and soft skills while reducing training ramp ups and speed to proficiency.
  • Increase concurrency for live chat agents and reduce transfer rates.
  • Allow agent interactions to improve self-service content.
  • Easily integrate with RPA solutions, articles, knowledge management systems, CRMs , or home grown back-end systems to allow agents to focus more on the customer, not finding resources.
  • Automate disposition notes with agent editing to reduce wrap-up times.
  • Enable work from home with agent assistance that ensures consistency, trust, and compliance.
  • Connect with Pulse to review for agent QA & QM.

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