AI Agent Assistance is a powerful tool that aids agents in providing prompt and comprehensive answers from the start. By utilizing agent assistance, the AI engine prompts agents and displays potential answers on the screen while analyzing speech and text data for an enhanced experience. Agent assistance can also utilize knowledge management from the CRM solution, FAQs, and other available big data sources to provide more accurate responses.
Ultimately, organizations can leverage AI to enhance four fundamental aspects of any contact center:
- Enable agents to become proficient in a shorter period of time.
- Provide choices for the next best action to the agent.
- AI engine actively monitors conversations to ensure that specific compliance requirements are met during the call.
- Achieving better first-call resolution for every customer inquiry.