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White Paper

Agent-facing chatbots are the next big thing

Supercharge your agents with intelligent assistance

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Chapter 1

What is Intelligent Assistance (IA) technology?

Whether your contact center is a five-agent operation or spread across multiple contact centers around the globe, all centers have the same aim – to ensure agents are able to give your customers the answers they seek, as accurately as possible, as completely as possible, and as quickly as possible.

But resolving customer queries is not always a simple process. New hires require resourceintensive coaching and upskilling to get them to a place where they won’t endanger the accuracy, completeness, and speed of your average interactions.

Even for existing agents, the knowledge they need to handle interactions effectively is always in flux – driven by updates to your product and service offerings, as well as changes to your wider business landscape and evolving customer expectations.

Intelligent Assistance (IA) technology solves for these issues by using Artificial Intelligence to provide sophisticated new ways to support agents in how they access and use knowledge to get their jobs done, resulting in better quality, accuracy, and speed of interactions.

IA encompasses a range of applications that address different issues that contact centers face. Here’s a non-exhaustive list of common types of IA apps, what they are, and what benefits they bring.

If you’re reading this, it’s likely because you haven’t implemented any of these types of technology yet and you’re curious about how to get started. You’ve come to the right place.

We’re going to focus on the easiest entry point to Intelligent Assistance, which produces the quickest and most tangible benefits – Agent Assist.

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