How is Agent Assist Different From…
The race to assist agents is on.
The Role of Agent Assist in the Modern Contact Center
State of Agent Enablement
4 Types of Complexities Agents Struggle With
We cannot solve our problems with the same thinking we used when we created them
- Assist: Guide agents on next best actions and deliver a consistent customer experience regardless of interaction complexity
- Understand: Understand what customers really need, not just what they say
- Automate: Rapidly integrate your disparate tech stack, and automate mundane tasks for your agents
Role of Agent Assist in Your Contact Center
How is Agent Assist Different From...
Contact Center Platform
Contact Center AI
Robotic Process Automation
Real-time Conversational AI
Robotic Desktop Automation
Scripting & Process Guidance
Digital Customer Engagement
Intelligent Virtual Agent
Flexible & Modular UX
Usage Reporting & Analytics
Agent Assist and Contact Center Software
Contact Center Software
Specialize in helping customers connect with contact center agents. They are not designed to assist agents in real-time — during challenging customer interactions.
Agent Assist and Customer Relationship Management
Customer Relationship Management
Agent Assist and Knowledge Management
Resourceful for sure, but not designed to assist contact center agents handle complex customer requests in real-time.