Advancements in Agent Assist Technology: Use Cases, Benefits, and Providers
Agent assist technology has been a game-changer in the world of customer experience, providing support to both new and tenured agents in various ways. In a recent CX Today roundtable, industry experts from Avaya, AWS, Genesys, NICE, Talkdesk, and Zoom shared their favorite agent-assist use cases and highlighted the benefits of deploying this technology.
One key use case highlighted by Michael Wallace from AWS is how agent assist helps agents adapt to new policies and procedures, ensuring consistency in service quality across all interactions. Donald McNelis from Avaya emphasized how agent assist simplifies customer content by summarizing information quickly and aiding agents with dyslexia or dyspraxia in corresponding confidently with customers.
Elizabeth Tobey from NICE discussed how AI is enhancing case management by providing step-by-step instructions to guide agents through complex processes, leading to faster resolutions and better customer experiences. Crystal Miceli from Talkdesk highlighted how agent assist automates ticket tagging and contact dispositioning, reducing errors and improving data accuracy for better business decisions.
Laura Ball from Zoom emphasized the importance of agent assist in drafting real-time customer responses and supporting agents in delivering prompt, personalized experiences. Brett Weigl from Genesys discussed how agent assist streamlines agent onboarding processes, reducing training costs and allowing new agents to focus on critical tasks.
The benefits of deploying agent assist technology are numerous, as highlighted by the industry experts. It makes the agent role more fulfilling by allowing agents to focus on higher-value activities and providing personalized support. It supports the development of both live and virtual agents, removing grunt work and enabling agents to focus on building stronger customer relationships.
Agent assist technology increases efficiency and process consistency, allowing agents to connect with customers more effectively and focus on high-value interactions. It aids in the convergence of service and sales, empowering agents to handle complex issues and potential upsell opportunities. It also lowers administrative burdens, streamlines workflows, and boosts agent productivity and engagement.
Overall, agent assist technology is transforming the contact center industry by empowering agents, improving customer experiences, and driving business success. With the support of leading providers like Avaya, AWS, Genesys, NICE, Talkdesk, and Zoom, organizations can leverage AI-driven tools to deliver exceptional customer service and achieve a new standard in the industry.