What is agent assist in a contact centre?
Agent Assist in a contact centre environment represents a dynamic and innovative application of artificial intelligence (AI) and natural language processing (NLP) technologies aimed at enhancing the performance and efficiency of call centre agents during customer interactions. It serves as a valuable tool that works in real-time to empower agents with insights, information, and guidance, ultimately improving the quality of customer service and the overall customer experience.
The core functionality of Agent Assist revolves around its ability to analyse ongoing conversations between agents and customers. By employing NLP, it can understand the context and content of these interactions, allowing it to offer timely and relevant suggestions to agents. These suggestions may encompass a wide range of elements, including recommended responses, product information, troubleshooting steps, or compliance guidelines.
One of the primary advantages of Agent Assist is its capacity to facilitate more accurate and consistent responses. Agents often encounter complex or unique customer queries that may require them to access extensive product knowledge or follow specific company protocols. Agent Assist steps in to provide agents with immediate access to this information, helping them address inquiries swiftly and accurately. This not only boosts customer satisfaction but also aids in reducing errors and escalations.
Agent Assist contributes to the ongoing training and development of agents as it can identify areas where agents may need additional coaching or improvement, offering in-the-moment feedback and guidance. This promotes continuous learning and skill enhancement among contact centre agents, leading to a more knowledgeable and capable team who can deliver a higher level of customer experience.
Agent Assist is particularly valuable to our clients in industries where compliance and adherence to regulations are critical. It can monitor conversations for compliance breaches and provide real-time alerts to agents, ensuring that they adhere to company policies and legal requirements at all times.
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How Opus' contact centre consultants can assist you
Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.
Our specialist contact centre services include but are not limited to:
- Workforce Management
- Workforce Optimisation
- Artificial Intelligence
- Knowledge Management
- Speech Analytics
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