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Avanade Intelligent Agent Assist
Intelligent Agent Assist embeds the power of AI and GenAI in your contact center to boost agent performance and transform the way agents interact with customers.
Intelligent Agent Assist solution leverages live generative AI-assistance to boost efficiency of contact center operations and empower employees to deliver exceptional customer experiences. Powered by the combination of large language models (LLMs) and AI-powered search and speech services – leveraging Azure Open AI, Azure AI Search and Azure Cognitive Services – the solution provides real-time and historical analysis of voice calls to help organizations extract insights from customer interactions to improve service, reduce risks and improve agent productivity.
At the conclusion of the implementation of this starter solution, clients will walk away with a functional web application, stood up in Azure, that showcases all the AI capabilities in action along with documented design and architecture.
Note: This accelerator is also a part of our delivery toolkit for our holistic end-to-end AI Transformation Studio offering. Please reach out or see our AI Transformation Studio Offering page to learn more.
Key Organizational Challenges:
• Inability to leverage call insights for decision-making and problem-solving
• High time to resolution due to large volume knowledge base
• Limited number of audio calls reviewed for compliance
• Agent inexperience, leading to poor customer satisfaction scores (CSAT)
Key Solution Benefits:
• Automatic identification and classification of call intents
• Reduced time, effort, and costs associated with retrieving answers
• Real-time identification of script adherence and analysis of performance
• Improved agent performance CSAT with AI-powered guidance and recommendations *Pricing will vary based on the scope of the engagement.
*Pricing will vary based on the scope of the engagement. We have defined a baseline scope, please reach out for details.