What is an AI agent assist and why it is important for your contact center?

Human agents are constantly under pressure while trying to provide superior 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.

One of the hottest trends right now is AI Agent Assist or Real Time Agent Assist. They provide real-time guidance to your human agents or CSRs to streamline customer conversations.

Let's explore what agent assistance is and how they can help your agents.

What is AI Agent Assist?

AI Agent Assist or AI Copilot offers real-time help and shortcuts during customer-agent interactions, enabling agents to provide fast, high-quality support.

It empowers your agents with Gen AI-powered real-time agent assistance to boost efficiency in customer support or sales conversations, whether it's over voice calls or chats. AI Agent Assist understands customer sentiments and intentions, delivering personalized responses instantly to your agents during support or sales interactions.

AI agent assist can increase agent productivity by up to 60%. 

How Does Ai Agent Assist Work?

With AI Agent Assist, your agents receive quick guidance on what to say or do next. It gathers questions from chats or voice calls, then provides suggestions to your team. They'll have solutions ready to offer, boosting their efficiency.

The AI learns from various inquiries, ensuring it's well-prepared. Once trained, it effortlessly handles common questions, saving your agents valuable time. It can also be tailored to enhance productivity in different scenarios.

Real time agent assist simplifies workflows for your team, leading to improved service delivery. Plus, it can be customized to align perfectly with your business needs, optimizing performance.

Understand how the bot enhances your agents' ability to interact with customers via text-based communication.

Floatbot AI agent assist fetch user queries in real-time and help an agent to respond to the users in no time. Floatbot’s Real-time Agent Assist is also capable to self-train itself from unstructured agent data. Also, it can fetch relevant information from unstructured documents. This makes it easy for businesses to feed data to the AI agent. Many a time for an organization it becomes difficult to structure data and feed it to an AI agent.

Learn how the bot supports your agents during customer calls.

AI-Powered Virtual Assistants

Virtual assistants are AI tools that help human agents once invoked. The human agent can ask the virtual assistant to fetch information. The virtual assistant is typically a Text or Voice interface. The agent commands this virtual assistant either using voice or text based on the interface. But the limitation of virtual assistants is that they cannot be implemented in a real-time scenario. Human agents do not have time in between the conversation to ask and wait for a response. This would increase the waiting time of the customer. Hence virtual assistants cannot be implemented in a real-time scenario.  

Floatbot’s AI Agent Assist can self-train itself from unstructured agent data. Also, it can fetch relevant information from unstructured documents.

What to Look for in AI Agent Assist?

There are plenty of AI Agent Assist tools available in the market. However, these are the key features that you should look for in AI Agent Assists to maximize your agent productivity:

Works on both Call & Chat Channel

Make sure it is available as chat-based & voice-based. Being able to provide exceptional support in both channels will ensure consistent experience.

Real-Time Suggestions and Nudges

AI Agent Assist provides instant recommendations and guidance to your human agents during customer interactions

Conversational Workflows and Decision Trees

Predefined workflows and decision trees streamline communication processes for your human agents for guiding interactions toward desired outcomes

Knowledgebase Optimization

AI Agent Assist optimizes knowledgebases to maintain consistency and accuracy in agent responses

Call Summarization

Real time agent assist generates concise summaries highlighting key points and action items discussed after each customer call.

Compliance Meter

AI Agent Assist ensures your agent stick to rules, conducts QA checks, and flags inappropriate behaviors

Real-Time Insights

Make sure your AI Agent Assist offers 50+ real-time call insights, providing valuable insights into various aspects of customer interactions such as:

Information extraction

• Extract key details such as names, dates, ticket numbers, and ids

Conversation analytics

• Identify call topics

• Create buckets for similar conversations

• Tag conversations accordingly

Agent performance

• Rate agents based on their interactions

Real-Time Analytics

It offers over 50 real-time call analytics, providing valuable insights into various aspects of customer interactions

Real-Time Call Transcription

Transcribes customer calls in real time, enabling accurate documentation and analysis

Custom AI Models

Offers customizable AI models tailored to your specific business needs for enhanced performance and functionality.

AI Agent Assist ensures quick real-time query resolution, eliminating waiting time for users and increasing agent productivity. Additionally, AI Agent Assist enables focused customer interactions, rapid response intelligence, and cost-efficient support landscape.

Learn more about the benefits and ROIs these features of AI Agent Assist bring to your business here.

AUTO QA/QC & QC Checklist

Helps check if agents are following important rules/SOPs during their conversations. Auto QA/QC looks at statements from agents & show how closely they followed the rules. It uses colors like Green, Yellow, and Red to indicate how well they comply.

With the QC Checklist, the key things agents need to do are listed. Green means they meet the requirement, yellow indicates partial adherence while red shows that they did not meet the requirement. Agents can see which part they got right and where they need to improve.

Can be Used as a Full Solution or Widget

Make sure it has flexible integration options. AI Agent Assist should be designed to adapt to your needs. Deploy it as a full solution to enhance all aspects of your customer support or sales operations or use it as a widget or API to easily embed into your existing system.

Sentiment Analysis

If your AI Agent Assist comes with sentiment analysis, you can check how customers feel after their conversation - happy, neutral, or unhappy with their experience. The feedback helps you understand how well the service is performing and spot any area that might need improvement.

BENEFITS OF AI AGENT ASSIST

Real–time query resolution

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. He might also have to think about it if the solutions are not feasible. Here AI agent comes to the rescue, AI agent assist resolves queries in real-time. It can listen to the call or fetch the customer chat in real time, understand the customer's query, and suggest real-time answers to the human agent. This solution is convenient for the agent, as it offers real time solution to the agent.

No waiting time

We all have waited for our query resolutions from a human agent at least once in our lives. And many a time it might have also happened that we haven’t gotten any response. This is due to a heavy number of user queries at the agent side in less time, this increases waiting time for users. But with AI agent assist, a human agent does not need to evaluate the solutions and only needs to interact with and provide support to the customer. With AI automation, the search for a query resolution is eliminated at the side of the human agent and hence the waiting time of the users is also eliminated.
Now users need not wait for agents to find a suitable solution, rather can get the query resolved in no time.

Quick query resolution

With the lack of human support, brands are not able to resolve their user queries. This results in unsatisfactory customers. Also, most of the time unsatisfactory users are the result of a long wait for a query resolution. Customers expect brands to resolve their queries quickly. With AI agent assist, the human agents can boost the query resolutions. Customer queries can be resolved quickly without them waiting for long. Customers love it when you solve their issues faster. AI agent assist takes care of mundane tasks so that human agents focus on delivering delightful experiences to customers. Faster query resolution leads to happy customers.

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.

About FLOATBOT.AI

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. 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

And more.

Final Thoughts

Thanks to the need to deliver better customer experiences at lower operational costs, Conversational AI has become an integral part of contact center automation. Seeing the global trends, it’s safe to say that AI-Powered Voicebots, Chatbots, and agent assist are the future of contact centers.