Executive Summary:
Agent assist technology is a powerful tool that uses AI and machine learning to provide real-time suggestions to human agents across industries. It can improve the accuracy and efficiency of responses, speed up the onboarding process, and increase customer satisfaction and loyalty. The technology has much potential for further advancement, but challenges include adapting to changing customer expectations and preferences, ensuring data privacy and security, and integrating with other emerging technologies.
Key Insights:
1. Agent assist technology can increase productivity for human agents by 14%, reduce contact center call times, speed up the onboarding process for human agents, and empower contact center employees to provide high levels of service while maintaining low levels of stress.
2. Agent assist technology can be used across industries, including telecom, retail, and financial services, to provide automated troubleshooting, technical tips, suggest products, features, pricing, inventory information, and more in real-time.
3. The technology has much potential for further advancement, with challenges including developing methods for agent assists to adapt to changing customer expectations and preferences, ensuring data privacy and security, and integrating agent assist with other emerging technologies like interactive digital avatars.
Business Impact:
Agent assist technology can help businesses improve productivity, employee retention, and customer satisfaction. By reducing contact center call times, it can help businesses save money and increase efficiency. It can also help businesses provide high levels of service while maintaining low levels of stress, which means higher employee retention for enterprises. Quicker, more accurate conflict resolution enabled by agent assist also leads to more positive contact center experiences, happier customers, and increased loyalty for businesses.
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Read the full article:
https://blogs.nvidia.com/blog/2023/04/27/what-is-agent-assist/