AgentAssist
Redefine the Agent Experience
AgentAssist is the contact center agent’s personal virtual assistant with scalable and customizable intelligence that supports the agent through every conversation. Add automation to the conversation, find information from knowledge bases and other backend systems, suggest empathetic responses, recommend next best actions and so much more with a virtual assistant that empowers agents to deliver phenomenal customer service.
Empower Agents
with the most relevant information
At the start of any conversastion, AgentAssist can look up customer information from a CRM and other third party systems and proactively provide the agent with the right context based on the use case. User’s session history, previous chat history and current sentiment can all be made part of the context.
AgentAssist is Ready
whenever your agent needs it
Agents can chat with AgentAssist at any time to trigger automations, look up information and more. Agents can also use a menu tree to launch automations.
Monitor Conversations
to initiate automations
AgentAssist monitors the conversation and looks for intents matching an existing customer facing automation. If found, the agent can run it on the side and AgentAssist will walk through the dialog, advising the agent on the next best actions as the conversation progresses and auto collecting responses as they go.
Delightful Responses
delivered at the right time
AgentAssist can provide one or more pre-set response for any intent that was detected for the agent to send or copy. The responses are fully programmable to include the customer name, time of day or other data pulled from third party sources and can even be customized based on sentiment.
Proactively Direct
the conversation forward
AgentAssist can provide next best action prompts to agents based on the intent detected or the stage in a conversation. The actions can also include buttons to trigger API calls, launch applications or trigger an RPA process.
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