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Assistant
What is Agent Personal Assistant?

Customer service bots that work as personal assistants, side-by-side with your agents to provide guidance, answer questions and automate processes so your agent can focus on showing the customer compassion, empathy and understanding while finding a resolution to their inquiry. Agent Personal Assistants manage the robotic tasks to free up your agent to focus on the human interaction, instead of the system.

Pain
Pain

Even your best customer service representatives could use some help at times. Each time they need to put the customer on hold to find an answer to a question or make the customer wait while they identify the next best action, they are slowly destroying the customer experience. Lengthy average handle time and after call work due to the lack of automation are eating away at your bottom line.

Agent Personal Assistant may be appropriate if…

Your agents could benefit from automation of data entry, task scheduling, navigation sequences and processes

On occasion, your agents need help finding answers to unique or new questions

Your agents interface with numerous applications and sequences during or in-between a customer interaction

Solution
Solution

An Agent Personal Assistant is, quite literally, the deployment of a customer service bot to work side-by-side with your agents. These bots can take their cues from the agent and interact with them via natural language understanding. The bot can complete tasks on behalf of the agent, perform data or process retrieval, apply data or processes where necessary and also answer questions that the agent or customer may have. This agent-assisted automation lets the agent focus on the customer and the outcome, and lets the bot focus on the process, data entry and information lookup and application.

Automate agent processes and tasks

The agents personal assistant can take control of manual and tedious data entry, complex navigation sequences, cut & paste operations with increased accuracy and speed

Provide answers for your agents

When agents are faced with a question they do not currently know the answer to, they can consult their personal assistant who will provide immediate responses

Provide guidance for your agent

Whether due to the complexity of the systems the agents interact with or unfamiliarity with the customer interaction, the Agents Personal Assistant always knows the next best action

Choose
Help Me Choose

Driving contact center efficiency can be done through unification, guidance, automation and/or a personal assistant. Which technology is appropriate for you?

If you have...

Desktop complexity - Many desktop applications resulting in a lot of duplicate data entry and long call times.

...You should consider

If you have...

Application or process complexity – A few very complicated applications or processes which agents struggle to follow effectively.

...You should consider

If you have...

Manual processes – If your agents are doing many manual processes such as data entry, cut & paste operations or long navigation sequences

...You should consider

If you have...

Guidance and assistance – If your agents could use help finding answers, the next best action, advice or task automation during and following customer interactions

...You should consider

If you have...

...You should consider

Desktop complexity - Many desktop applications resulting in a lot of duplicate data entry and long call times.

Application or process complexity – A few very complicated applications or processes which agents struggle to follow effectively.

Manual processes – If your agents are doing many manual processes such as data entry, cut & paste operations or long navigation sequences

Guidance and assistance – If your agents could use help finding answers, the next best action, advice or task automation during and following customer interactions

Many deployments consist of a mix of these approaches. Contact us for a solution overview and to help “right-fit” a solution for you.

Don’t take our word for it. Fortune-1000 companies globally benefit from our unification, guidance and automation solutions and you can see their results here

Results
Results

Our desktop automation solutions are used by tens of thousands of agents on a daily basis at global organizations of all sizes. Desktop Automation will deliver:

A minimum 30% Average Handle Time reduction

Improved customer interactions

Up to 70% reduction in agent training time.

Solutions
Jacada's Self-Service Solutions

We also offer self-service solutions for your customers that automate the entire service experience.