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.
| IA Application |
What is it |
Benefits |
| Agent Assist |
Monitors customer interactions, understands the
questions visitors ask, and suggests answers fromM
your connected information resources. |
Speed
Accuracy
Quality |
AI Chatbot
(virtual agents) |
Automates inbound customer communications,
answering common FAQs and performing
transactions such as payments, data changes, and
appointment bookings. |
Accessibility
Accuracy
Quality |
AI-Based
Routing |
Routes incoming queries based on customer
behavior, data, and insights. |
Quality |
Sentiment
Analysis |
Analyzes voice or text interactions to provide real
time agent coaching suggestions or allow searching of
query histories by sentiment. |
Quality |
AI for Business
Intelligence |
Blends data from multiple sources to produce
customer insights that a human wouldn’t be able to
detect on their own. |
Better informed
policies and decision
making |
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.
