What Is Agent Assist?
Get to know the new buzzword. Ignore the hype and learn what’s still understated about Agent Assist.
Make Every Agent Your Best Agent With Agent Assist
Agent Assist is a key technology that enables modern contact centers to execute well on the four pillars of great customer service:
- Getting Connected: Help contact center agents connect with customers with complete context of their self-service journeys.
- Process Orchestration: Enable contact center agents and other staff to follow processes, while complying with best practices and industry regulations.
- Knowledge & Insight: Assist contact center agents and other members of the customer service workforce to quickly answer customer questions and deliver actionable recommendations that drive customer loyalty.
- Resource Management: Make every agent the best agent in the contact center, by simplifying their on-the-job experience so much that it not only leads to better customer experience outcomes but also reduces agent onboarding time, agent stress level and agent attrition.
Company Sizes: Large enterprises have long found value in the technology, but it’s important to point out that agent assistance isn’t just for big companies. In fact, Small and Mid-Sized Businesses (SMBs) make up the largest growing segment in the agent assist technology space right now. (That’s any company with between $5 and $500 million in annual revenue.) And thousands of companies even smaller than that use agent assist as well.
Industries: Companies across all industries are using agent assistance. The early adopters were primarily in telecommunications, media & entertainment, technology, banking, financial services and in business process outsourcing services. But increasingly, companies across all categories – including utilities, healthcare, travel & hospitality and ecommerce, among others – are adopting agent assist for its real-time, interaction-oriented approach to enhancing customer lifetime value and operational excellence.
What is Included in Agent Assist?
Robotic Process Automation (Desktop Automation)
Scripting & Process Guidance
Most Agent Assist products offer some combination of these capabilities. In a subsequent section, we will explore these capabilities further and explain how they work together to help every agent in your contact center sell to, serve and save customers just like your best agents.