Empower your agents with the tools they need to work smarter, not harder when managing omnichannel customer engagements. The result is happy and engaged agents delivering exceptional customer service experiences. SmartAssist delivers a customizable, roles-based desktop. Agent log in delivers a desktop to agents including their own virtual assistant along with relevant contextual data, agent tools and access to real-time metrics which elevates the employee experience.
with full context and background
When a customer enters the call or chat queue, so does the entire context of their conversation from the automated interaction. Agents have all the information needed to move the conversation forward, including intents triggering agent transfers, complete session histories and relevant customer information.
VIRTUAL ASSISTANT FOR AGENTS
AgentAssist for Agents
saves agents time by automating tasks
Your agents spend more time focusing on delivering an exceptional customer experience while their virtual assistant saves them time by executing tasks and monitoring and guiding the conversation.
gives agents current and historical context for quick and easy engagement
Agent Desktop displays current and historical conversation views. Agents have the ability to add notes to preserve current context and forward/transfer conversations for team collaboration. They also have queue status views seeing the number of customers waiting in queue and can filter by overdue, ongoing, idle and closed conversations.
and tailor experiences with access to past history
Agents have engagement insights with a view of past conversations for the current customer and recent context collected through the website such as cart status or pages visited to offer more personalized service experience. Kore.ai’s NLU can be customized to learn about individual customers for even more personalization.
Display Real-Time Stats
to agents for insights into their performance
An agent data bar displays a summary of current work performance metrics over the last 24 hours such as CSAT, average response time, completed, transferred, and drop-offs by channel so agents know how they are progressing throughout the day.
Customize and Create
desktop to work smarter not harder
Agent Desktop is a fully extensible and customizable workspace with access to third-party applications embedded into the desktop such as CRM or specific product documentation. Agents can also move widgets around and size them to their needs.
AGENT LOAD MANAGEMENT
Smarter Agent Load Management
based on activity level
Agent loads are dynamically adjusted based on current conversational workloads. If a conversation goes idle or expires, the agent load decreases and they are able to add new conversations from the queue.
Agent capacity is also influenced by the individual multitasking capability of each channel.