AgentAssist is your agent’s personal intelligent virtual assistant. Freeing them to focus on delivering better, timely, personalized service and leaving transaction execution, information retrieval and other repetitive or time-consuming tasks to automation. AgentAssist uses AI to monitor the customer-agent conversation, to identify intents and sentiment – such as interest in solving a specific problem: buy and upsell opportunities and customer frustration – and to perform tasks and provide guidance to improve engagement. Agents also collaborate one-on-one with AgentAssist, asking questions or initiating tasks for AgentAssist to perform in parallel during live conversations with customers.
1. Detects Intent:
AgentAssist, powered by Kore.ai’s market-leading conversational AI platform, monitors the conversation and detects customer intent.
2. Suggests Responses:
Suggests preset responses and automation for any intent detected. The agent has the option to select which to run and to pause and resume at will.
3. Performs Tasks/Executes Transactions:
Automates tasks and fulfillment for agents during the conversation such as balance transfer, book appointments, schedule field service, change travel, update policy, gather customer information and find and retrieve information from multiple systems.
4. Detects and Conveys Customer Sentiment:
Informs live agents by analyzing the sentiment of customers and provides agents with ability to personalize conversations with timely empathetic response suggestions for better customer and agent experiences.
5. Automates Post-Call Wrap Up: Automates summary of conversations for live agents to edit and submit for more accurate and efficient call wrap up and record keeping of conversations in CRM or other systems of record.
Conversations are automatically summarized for agents for review and editing, saving valuable time in post-call processing, aiding in compliance, and increasing agent and overall contact center efficiency