Help Agents solve user queries quickly using the Agent Assistant Bot

When it comes to Contact Centers, time is the most crucial metric. The time required to resolve a customer query directly affects the level of customer satisfaction. Agents at Contact Centers have to converse with the Customer in a structured manner and they also have to solve the customer query in the least amount of time.

In the case of complex queries, Agents need to draw information from various sources and systems in order to find a resolution for the Customer’s issue. This information gathering usually takes a bit of time. Sometimes, Agents also need to feed data into the system for a few Customer cases, which is a tedious and time-consuming activity

 

Smartbots Agent Assistant Bot comes to the rescue. The Intelligent Virtual Assistant acts as a companion to the Agent. This Agent Assist Chatbot, walk along with the Agent during a conversation and keeps fetching the required information along with the conversation flow. Depending on the Customer’s statements, the AI Agent Bot intelligently prompts relevant replies and responses, which help the Agent reply to the Customer in an efficient manner.

Why Agent Assistant Chatbot?

Quicker query resolution

Greater Agent Productivity

Increased Customer Satisfaction

Intelligent Virtual Assistant like an Agent Assistant Bot aims to help the Agents at all times by easing various tedious, complex and repetitive tasks

Agent Assistant Bot available In

Chat

Voice

IVR

Connect to Knowledge Base

Intelligent Agent Assistant can connect to a knowledge base, retrieve relevant information and present it to the user seamlessly

Automate Agent Processes

AI Agent Bot can take care of tedious activities like data entry, complex navigation sequences, etc

Context-Aware

Through integrations, the Intelligent Virtual Assistant can be aware of the agents’ working environment and current conversation and accordingly, provide guidance.

Instant Answers

As the Agent Assist Chatbot is aware of the context of the conversations, it can provide immediate answers to questions and queries that the agent is not able to answer.

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