AI Agent Assist is a real-time AI tool that listens to live user and human agent conversations (voice or chat) and instantly surfaces relevant answers, scripts, and suggestions to human agents - reducing handle time and improving resolution rates.
Human agents are constantly under pressure while trying to provide satisfactory customer support. And it's tough for your business to thrive without meeting customer expectations. That's why it's crucial to constantly enhance your customer experience strategy by exploring better tools and technology and finding ways to improve customer interactions.
That’s where AI Agent Assist comes in handy, it helps human agent with the quick suggestions, answers from knowledge-base so that they can save time and provide instant responses to users/customers. They provide real-time guidance to your human agents or CSRs to streamline customer conversations.
What is AI Agent Assist?
As mentioned above, AI Agent Assist is an AI tool that helps human agents with real-time answers to customer queries by listening to their conversations. Along with quick suggestions and searching through knowledge-base AI agent assist give a lot of insights on user queries, sentiments and agent performance such as:
- Flags agent’s inappropriate words
- Detects user sentiments and informs agent real-time
- Tracks agent’s path deviation from the flow
- Agent checklist
- Call/chat summary after the conversation ends
- Live call transcript
- AI call handoff so that user doesn’t need to repeat their queries
It boosts efficiency in customer support or sales conversations, over voice calls or chats. Helps human agents to deliver personalized responses instantly to customers during support or sales interactions.
Understand how the bot enhances your agents' ability to interact with customers via text-based communication.
Here are the key features of real-time agent assist
Cognitive search and AI-powered knowledge search/knowledge-base optimization – Searches through tons of documents, URLs and other resources.
Next Best Action recommendations – suggests next best actions based on user query.
Auto QA & Compliance Monitoring – Auto checks compliance for agents and flags when inappropriate.
Conversational workflow – guides agent with step-by-step instructions.
Sentiment Analysis – shows agent how user is feeling based on the words spoken or typed.
Decision trees - Translates complex SOPs into simple guided clicks with intuitive, pre-defined trees, that ensure accuracy and compliance.
Real-time call transcription – converts speech to text in real-time and shows to agent.
QC checklist – Validates if agent has not missed any steps during the interaction such as greetings, disclaimers, closures etc.
Call/chat summarization – Summarizes the call/chat at the end and shows to agent as well as stores to the backend systems such as CRM.
Agent performance analytics – based on the agent and user conversations, all the agent statistics are tracked and can be analyzed to improve performance.
How does AI Agent Assist work?
It works over chat and call channels, depending upon user’s preferred way of communication.
- When a user initiates a call or chat for a human agent, conversation goes to the queue. Depending upon agents it gets routed to next available agent.
- Once agent gets connected to user, AI listens/reads conversation in real-time and all the information regarding customer queries including customer history is displayed to agent along with the suggestion on response to customer.
- Human agent can easily understand and take over the conversation based on the issue. Here during the conversation AI detects all the key information and searches through knowledge-base, suggests next-best actions and guides agent through the workflows.
- Along with the suggestions AI also makes sure human agents are following all the compliance requirements and checklist.
- In case agent is not able to understand customer language then it also translates queries on both the ends in real-time providing smooth conversation. Agents can also see call or chat transcripts in real-time.
- At the end of the conversation, a summary is generated and is deposited to CRM or dedicated location.
It simplifies workflows for your team, leading to improved service delivery. Plus, it can be customized to align perfectly with your business needs, optimizing performance.
Learn how an AI Voice Agent powered by Floatbot.AI handles patient calls for verification. The AI agent interacts with the caller, gathers relevant information, and assists with the verification process.
Benefits of Real-time agent assist
Reduce Average Handle Time (AHT)
Traditionally when a query comes to the human agent, the agent can only offer the resolution if the query is common, otherwise, the agent has to evaluate a set of solutions to give the appropriate response. They might also have to think about it if the solutions are not feasible.
Traditionally when a query comes to the human agent, the agent can only offer the resolution if the query is common, otherwise, the agent has to evaluate a set of solutions to give the appropriate response. They might also have to think about it if the solutions are not feasible.
Traditionally when a query comes to the human agent, the agent can only offer the resolution if the query is common, otherwise, the agent has to evaluate a set of solutions to give the appropriate response. They might also have to think about it if the solutions are not feasible.
Improve First Call Resolution (FCR)
Customers expect brands to resolve their queries quickly, if a customer needs to call again and again to get the query resolved makes it a very unsatisfactory experience. By surfacing accurate information and process guidance during interaction, assist enables agent to solve queries in the first contact, reducing repeat calls and customer effort.
Increase Agent Productivity
Agent productivity increases when agents can solve more customer queries. And to make the best out of your agents, you need to provide them with the right tools, such as agent ai assistant. With AI agent assist, human agents can reply to customer queries quickly. After all, the last thing you would want for your agents to spend their time and energy on the exhausting task of finding information.
AI agent assists enable human agents to focus on what's important, which leads to high agent productivity.
Improve Customer Satisfaction (CSAT)
Agent assist helps improve customer satisfaction by upto 80% by solving customer queries instantly. This helps build trust and with long time relationships with customers.
Reduce Agent Training Time
For new agents their training is very important for them to understand functions and user queries. With the help of AI-powered assistance it becomes easy for them to adapt and provide support.
Ensure Compliance
Many a times it might happen human agents forget about the compliance guidelines and end up asking sensitive information to solve queries faster, at this time agent assist makes sure they adhere to policies and follow standards.
Lower After Call Work (ACW)
After call agents need to summarize the conversation and save important details to the backend systems, this increases their time they put into solving one query. AI assist automates this task for them so that they do not need to do manually, this saves their time per call/chat.
When do you need AI Agent Assist?
Before opting for an AI powered real time agent assist you should consider these criteria’s to figure out you really need one or no.
How much time your agents are spending per call/chat
Check if they are spending a lot of time per call/chat than needed, and where they are spending their time during the conversation – is that searching through the data or figuring out the next questions.
New agents take too long to become productive
Consider the time taken by the new agents to adapt the flow and queries. It depends on the agent’s skills but think if new agents have extra set of hands that help them become productive from day one.
Average handling time (AHT) is increasing
If customer interactions are taking longer than expected, agents may be spending too much time looking for answers, navigating systems, or performing manual tasks.
Customers need to contact you for multiple times for resolution
If customers do not get queries resolved during the first interaction then it will lower First Call Resolution (FCR) rate, monitor this and find out if that is the issue.
Customers are complaining or customer experience is declining
Once customer complaints rise or customers are not satisfied with the service you will definitely forced to find out the issues, if that is mostly after talking to customer support team then there is a problem and you should think of an AI tool.
How to choose the best AI Agent Assist for your business?
Before opting for an AI agent assist, consider your agents requirements and how you would implement it for your existing tech stack.
Not just assisting your human agents but you should also extract key statistics on your human agent’s performance and customer satisfaction. Go for the tool that gives you comprehensive reports and analytics on all the KPIs.
Make sure the tool has all the required features such as knowledge-base optimization, checklists, next best actions etc.
Agent assist should support multiple channels and should be easily configurable and customizable according to your requirements.
It should be scalable and can be seamlessly integrated with CRM, ticketing systems and other business applications.
Floatbot.AI Agent Assist
Empower your team with Floatbot’s AI Agent Assist for lightning-fast responses and query resolutions. Maximize sales opportunities by identifying perfect offers that suit customer needs, all in real-time. Additionally, integrate FloatGPT + Agent M (Floatbot’s LLM-powered AI stack) to further enhance AI Agent Assist’s capabilities. Floatbot provides 50+ analytics for agent assist.
With Floatbot.AI:
- Increase Agent Productivity by up to 50%
- Reduce AHT by 25% to 30%
- Increase CSAT Score by 80%
- Real-time Quality monitoring or Compliance to enable near to 100% compliance checks real-time
- Reduce ACW (after call work) by 40%+ with call summary analytics
