Agent Assist is an AI-powered tool that helps your agents respond to customers on live chat, social media and SMS more quickly and accurately than ever before. Agent Assist monitors your conversations, understands the questions visitors ask, and suggests the answers from your knowledge base, canned messages, and chatbot intents. Agent Assist is simple to set up, easy to use, and seamlessly integrated with the Comm100 agent console.
By analyzing the content of your chats or tickets and generating a condensed version while maintaining the main ideas and critical information, Agent Assist can be incredibly helpful in saving time and effort, especially when you need to quickly generate accurate summaries of the lengthy content of the chats or tickets. Most importantly, you can always re-edit it based on the summary generated and then add the note for your records.
Many common service requests – order tracking, account management, balance checking and more – require agents to work through a set of questions and hunt through external databases. Agent Assist includes Robotic Process Automation (RPA) to simplify how information is collected and processed, allowing your agents to focus on queries that require more personal attention.
Agent Assist significantly reduces the time your agents will spend hunting for information. This means more time to focus on complex or sensitive customer inquiries. And since common interactions can be resolved in just a few clicks, your agents will be able to handle more conversations, which means shorter queues and faster resolution for your customers.
Whether it’s a new agent’s first day on the job or an experienced agent’s first time supporting a new product or service, Agent Assist helps guide their learning. Your agents will get up to speed faster, and you can be confident that questions will always be answered accurately and in your brand’s voice.
With Agent Assist you can get up and running in minutes. Simply select the knowledge resources you want to use, and your agents will start receiving suggestions. What’s more, Agent Assist gets smarter on its own by observing your agents’ behavior — whenever an agent uses a suggestion in response to a visitor question, Agent Assist notices and improves its suggestion confidence.
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