Bots That Help Your Agents Communicate and Perform Better

Improve service quality and organizational efficiency with bots that support and empower your agents. Agent assist bots allow your reps to focus on the customer and deliver the personalized, intuitive support experiences customers appreciate and remember.

Why Your Call Center Agents Need Help to Thrive

Customer service is about meeting and exceeding expectations. Most businesses, however, are struggling to keep up with rising expectations for service, demand for 24/7 support, and the explosion of new channels and devices customers use to communicate. Your call center is going to need to keep up with the pace of innovation or risk losing customers in the long run.

74%

of customer service leaders acknowledge that they do not fully empower their agents to provide the best customer experience
– ICMI

26%

of customers report a representative not having the knowledge or ability to resolve an issue as a top source of frustration
– Microsoft

Boosting agent productivity and morale often comes down to training and empowerment. Improving performance and training best practices in the call center is key to keeping your customers happy. Kore.ai’s agent assist bots deliver on both.

Improve Your Contact Center With Kore.ai Agent Assist Bots

Kore.ai agent assist bots act as personal assistants for your agents and reps. They work side-by-side with your teams, assist agent workflows by automating routine post-call functions, and give agents the information they need, when they need it.

Intent detection & call resolution support

Whenever a call or live chat support request is escalated to an agent, the same request is sent to the agent assist bot. Using advanced NLU and AI, our bots work quickly and tirelessly to identify, catalogue, and analyze the

customer’s intent, including multiple intents within a single request, to map relevant topics to the conversation and to help get the answers customers want and need, fast. The bot then determines if relevant customer data already exists based on current or past context, such as identifying if they are a repeat caller, and shares all relevant information with the live agent to guide the interaction in the right direction. Plus, they’re always there to lend a helping hand, ensuring agents never hit a stopping point and empowering them to focus on customer care.

Knowledge injection & script production

Improve the effectiveness of every call with bots that analyze conversations, in real time, to deliver high value and relevant information from your knowledge base to your agent. Our bots give agents the information they need, when

they need it, helping to prevent the sharing of wrong or misleading information. Additionally, they can extract underlying data from back-end systems to create scripts that guide the agent towards the next-best-action, reducing the need for agents to put customers on hold to seek help from managers or training coaches.

Enterprise knowledge & system integration

Bulk add data from your enterprise to your agent assist bot, including FAQs, documents, and knowledge-base articles. The Kore.ai Bots Platform seamlessly integrates with your existing applications and customer service

systems, so your agents can get the most out of the tools and resources they already know and that you’ve already invested in. Plus, since they are designed to integrate with technology you’re team is already working with, no additional training programs are required to get existing and new employees up to speed to use the bot.

Live agent assistance

Virtual agents, including agent assist bots, have the ability to escalate customer self-service interactions contextually to an agent. When this occurs, the agent assist bot automatically supplies the agent with a complete history

of the conversation, including contextual details and sentiment scores, and provides articles and knowledge documents that can assist with fulfilling the customers request. The agent assist bot will stay on the call to help the live agent by answering any questions they may have, by automating the collection of customer data from the call, and by aiding in the completion of post-call activities such as form filling and surveys.

How Kore.ai Bots Assist Agents

Even your best call center reps need help sometimes. Every time they put a customer on hold while they search for an answer or try to identify the next-best action, they reduce customer satisfaction and increase the risk of churn. Lengthy average handle times, dropped calls, and after call work due to the lack of chatbot assistance and automation are slowly, but surely, eating away at your call center performance and bottom line.

Intent Discovery

Find out what customers really want and need faster with bots that can identify problems and proactively suggest solutions

Call Automation

Improve service quality and agent productivity with bots that source the best answers – reducing time spent manually searching for information

Agent Training

Bots help train new hires at their own pace where and when they need it. Agents can also review bot conversation history to quickly learn best practices

Scalable Personalization

Personalize agent conversations, including relevant upsells, with bots that can identify key personas, recall customer details, and present machine-learning driven insights

Agent Empowerment

Replace boring scripts with bots that provide guidance and next-best-actions based on interaction and customer context – allowing for more autonomous behavior and effective problem solving

Customer Data

Get better and faster insights into your customer data with bots that monitor caller behavior and that provide powerful analytics for business analysts and managers