How does Agent Assist enhance agent productivity?
Agent Assist is the intelligent co-pilot for customer service representatives. Powered by AI, it supports agents in real time during phone calls, chat, or email interactions. It provides response suggestions, automatic transcription, and contextual access to the knowledge base, streamlining team workflows, reducing handling time, and enhancing the customer experience. Integrated into the agent's environment, Agent Assist enables faster response times, improved accuracy, and skill development with every interaction.
What is Agent Assist or Co-pilot?
Agent Assist (or Co-pilot) is an innovative feature that uses artificial intelligence to help agents and customer service representatives optimize customer interaction management. Directly integrated into our ViaFlow CCaaS solution, this virtual personal assistant helps reduce Average Handling Time (AHT) by providing intelligent responses and real-time automated actions. Thanks to advanced natural language processing (NLP) algorithms, it facilitates request resolution and enhances customer satisfaction.
Agent Assist is designed to easily integrate with many CRMs such as Salesforce, Zendesk, HubSpot Efficy, Odoo, and other popular solutions. It continuously evolves based on market needs and technological advancements, thus ensuring optimal performance for your teams.
How does Agent Assist work during a customer interaction?
Agent Assist is a complementary feature accessible from ViaFlow, our CCaaS (Contact Center as a Service) platform. It analyzes interactions with your clients in real-time, offering contextual responses and automating certain tasks using AI. Each conversation is transcribed in real-time, and agents receive response suggestions based on customer history and the company's knowledge base, improving response personalization.
What benefits does Agent Assist provide to customer service representatives?
Reduction of AHT: By suggesting intelligent responses and automating actions, Agent Assist significantly reduces Average Handling Time, thereby increasing agent efficiency.
Conversation Transcriptions: Capture every detail of exchanges with automatic real-time transcription, facilitating documentation and conversation analysis.
FAQ Bot: Instantly respond to frequent questions with a comprehensive and regularly updated knowledge base.
Action Automation: Automate access and updates to information in third-party applications like your CRM.
CRM Call Summaries: Enrich your customer database with automatic call summaries and notes, directly integrated into your CRM.
Next Steps: Offers contextual steps to efficiently resolve customer requests and improve case management.
How to estimate the ROI of Agent Assist?
The return on investment (ROI) of Agent Assist is directly measurable through the reduction of AHT, increased customer satisfaction, and streamlined processes. Agents become more efficient, handle requests faster, and provide a smoother customer experience, which reduces operational costs while enhancing customer loyalty.
Is Agent Assist a continuously evolving module?
Yes, your copilot is continuously evolving. Through regular updates, it incorporates the latest advancements in AI, natural language processing (NLP), and automation to meet new market challenges. Thus, you always benefit from the latest technologies to improve customer relations.
Can I evaluate Agent Assist?
We offer personalized demos of Agent Assist. You will be able to see features like real-time transcription, intelligent suggestions, and action automation to see how this solution can enhance your agents' efficiency. Contact our team for a demonstration and tailored support.
How much does Agent Assist cost?
The cost of Agent Assist is flexible and depends on several criteria, including your company's size, the number of agents, and the enabled features. We offer packages suitable for large enterprises and SMEs. Contact us for a personalized quote.
