A Guide to AI Agent Assist

Nicky Hjerpe at Necall explores how real-time AI Agent Assist can help contact centre teams shorten training time, boost agent confidence, and deliver faster, more consistent customer service.

In many contact centre solution, agents face steep learning curves when they join, and even seasoned agents need quick access to information to maintain consistent performance.

The pressure to deliver high-quality service with limited training resources often results in slower response times, frustrated customers and missed opportunities.

By integrating AI assistance directly into the agent dashboard, agents receive real-time AI guidance, insights and suggestions as they handle customer interactions.

This not only accelerates training but also enhances agent confidence and performance in real-time, ultimately driving better customer outcomes.

What is AI Agent Assist?

AI agent assist refers to the use of artificial intelligence (AI) and machine learning (ML) technologies to support customer service representatives during live interactions.

These systems monitor ongoing conversations in real time and provide useful information, suggestions or guidance to help agents deliver more effective and efficient service.

AI agent assist can carry out a range of tasks, including:

• Analysing the dialogue to understand context and intent
• Suggesting appropriate responses or next steps
• Retrieving relevant information from internal knowledge bases or external sources

By using agent assist in contact centres, organisations can improve service quality, reduce operational costs and increase overall efficiency.

How Does AI Agent Assist Work

AI Agent Assist works by using conversational AI technologies such as natural language processing (NLP), machine learning (ML) and speech recognition to support customer service agents in real time.

As a conversation takes place, whether through voice or text, the system continuously monitors and analyses the interaction.

It interprets the customer’s intent, identifies key information and assesses the overall context of the dialogue. Based on this understanding, it can offer a range of useful features, including:

• Response suggestions: Recommending suitable replies or next steps for the agent
• Knowledge retrieval: Automatically pulling relevant information from databases, knowledge bases or product manuals
• Process guidance: Presenting step-by-step instructions for handling customer queries or resolving issues
• Task automation: Using speech recognition to transcribe calls or generate summaries, helping reduce manual effort
• Task automation: Using speech recognition to transcribe calls or generate summaries, helping reduce manual effort

By combining these capabilities, AI Agent Assist helps agents respond more accurately and efficiently, while also improving consistency and the overall customer experience.

Benefits of AI Agent Assist

AI Agent Assist offers a number of benefits that can help organisations improve the quality and efficiency of their customer service.

By supporting agents during live interactions, this technology enables faster, more accurate and more consistent responses, while also reducing the overall strain on contact centre operations. Key advantages include:

• Enhanced efficiency: Automating routine tasks and giving agents quick access to relevant information helps resolve issues more quickly
• Improved accuracy: Real-time prompts and guidance support more consistent and correct responses
• Faster onboarding: New agents can get up to speed more easily with in-the-moment support and knowledge suggestions
• Better customer experience: Quicker and more reliable service leads to greater customer satisfaction
• Lower operational costs: Reducing manual effort and improving agent productivity can help cut staffing and training costs

An Example of Agent Assist In Action

1: A live web chat pops up – a customer wants to know about airport parking.

2: Normally, a new agent might hesitate. They’d be digging through documents, messaging a colleague. This makes the customer wait. With the AI Assistant, the agent has everything they need right in front of them.

From their dashboard, they can quickly pick a chat topic or just type in the question. Real-time AI instantly serves up the most accurate and up-to-date information – there’s no searching, no guessing.

3: The agent replies with confidence, knowing the answer is correct and in line with company policy.

4: When the conversation’s wrapping up, the AI Assistant even helps by suggesting the best way to end the chat smoothly and professionally.

The result? A happy customer, a confident agent and no wasted time.

This blog post has been re-published by kind permission of Netcall – View the Original Article

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Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: Netcall
Reviewed by: Jo Robinson