Engagely.ai Agent Assist:

Real-time support to your contact center agent for not only enhance customer experience but also improved customer satisfaction and agent productivity

Key challenges that contact center agent’s face:

- Lack of knowledge, customer details and insights

- Multiple windows and request from different channels

- Unable to understand context, dialects and accents

- Prioritization and allocation of queries

- High call volumes and customer waiting time

Solution: Engagely‘s V-Assist, provides continuous support and guides agents with next-appropriate-action through intelligent recommendations, in real time for every conversation & drives improved CX.

The Agent Assist guides the live-agent across conversations with:

● Live transcription for calls using Speech-to-text in real time and after the call to help derive actionable insights in order to improve the CX.

● Real-time recommendations & ready to send messages by listening to the live conversation between the customer and the agent

● Knowledge bank helps the agents provide accurate and faster answers to customers’ questions

● Access to behaviour analytics helps agents see the customer’s journey before the customer gets connected with the agent.

● Omni-channel presence lets you retain the context of the conversations across channels.

● Agent to Agent - feature works like an internal communication channel where agents can take help from their peers or supervisors for complex queries.

Benefits to Agents:

Voice assistance has a holistic impact on the agents’ operations. Right from working experience to overall productivity, it helps agents excel in their tasks

· Decreases churn by improving your agent experience

· Provides real time assistance for work-from-anywhere agents

· Saves average handling time with tailored & canned responses

· Automates tasks & guides agents with the appropriate action

Benefits to customers:

· Enhances the customer experience.

· It reduces the handling time significantly and delivers zero waiting time.

· The customers get accurate solutions to their queries every time.

· The query resolution is performed successfully in the 1st Go

· The overall customer experience is refined with real-time personalized solutions.

Benefits to business:

The agent assist has a great impact on the business performance. It is evident in the unbelievable results businesses deliver.

· The CSAT is increased with real time query resolution

· The timely intervention and coaching opportunities boosts the agent productivity

· The high-speed and smooth onboarding improves the ROI

· The overall operational cost is reduced significantly