What is Agent Assist?
Agent Assist uses machine learning technology to provide suggestions to your human agents when they are in a conversation with a customer. Suggestions are based on your own uploaded data and therefore can be tailored to your specific business needs. Agent assist is a technology that empowers customer service agents by providing real-time support through AI-driven tools. It enhances efficiency, accuracy, and customer satisfaction by offering suggestions, information, and guidance during interactions. By automating routine tasks and providing access to relevant data, agent assist helps agents focus on complex issues and deliver exceptional customer experiences. Agent Assist tools are ones that enhance some area of the agents' experience inside their help desk or with other tools used in a ticketing workflow. Tools in this market often provide features such as:
- Sentiment analysis and escalation prediction
- Useful context and metadata from other 3rd party apps
- Generated responses
- Suggested macros or help-center articles
- Automating complex workflows, such as processing a refund or delivering a shipment slip
- Ticket categorization or drivers
- Ticket summarization
- Translation services
