Are your contact center agents facing any or all these challenges?

• Lack of knowledge and insights
• Multiple windows and requests from different channels
• Inability to understand context of the queries, customer dialects, and accents
• Prioritization and query allocation
• High call volumes and long customer wait time
• Keeping up with regular updates and training sessions

If the answer is yes, then Engagely AI Agent Assist is the right solution for you.

What is Engagely AI Agent Assist?

The AI powered bot guides customer support agents to the next appropriate action through intelligent recommendation feature in real time. The agent bot accelerates customer query resolution, enhancing First Contact Resolution (FCR) and Time to Close (TTC), thereby improving agent performance across voice, email, and chat channels.

Microsoft Copilot further enhances Agent Assist by providing real-time assistance with contextual understanding, automated task handling and learning capabilities for adaptation while ensuring consistency and compliance. Also, integration with Generative AI and Microsoft Azure enhances Agent Assist with a suite of powerful capabilities. This includes Azure Cognitive Services, which empowers the bot with advanced AI functionalities, Language Understanding (LUIS) for precise interpretation of customer intents, and Azure Machine Learning for predicting personalized responses. These integrations collectively enable Agent Assist to provide proactive and tailored support, optimizing customer interactions and satisfaction.

Key Benefits-

• Enhanced first contact resolution: Resolves customer issues on the first interaction, leading to higher satisfaction
• Reduced average handling time: Decreases the time it takes to handle customer inquiries, improving efficiency
• Boosted agent productivity: Increases the efficiency and effectiveness of customer support agents
• Higher customer satisfaction scores: Improves overall customer happiness and loyalty
• Better support for complex queries: Provides supervised assistance for more complicated customer issues

Key Features of Engagely AI Agent Assist-

• Live call transcription for actionable insights
• Instant recommendations and message suggestions
• Knowledge bank for faster, accurate responses
• Behavior analytics for preemptive customer insights
• Omni-channel context retention
• Agent-to-agent support for complex queries

About Engagely.ai-

Engagely.ai, an award-winning total CX automation platform, crafts exceptional journeys for businesses and their customers. Serving as a one-stop platform, it empowers enterprises with its No-code, Omnichannel, and Multilingual solution, powered by Generative AI. Enagagely.ai offers a total CX suite that helps understand your customers intimately and cater to their needs with real-time precision and hyper-personalization. By triggering personalized customer journeys and gathering collective customer feedback, our conversational AI helps you take the right steps to get in tune with your customer demands.

What our customers say-

“It has been a pleasure working with Engagely.ai. They bring in the skills and expertise required to deliver solutions on a scale. Particularly impressed with the team working with SBI Life.”

– Vijaykumar Raghavan, VP - SBI Life Insurance

Try Engagely.ai now

Engagely transforms customer engagement across all touchpoints. Elevate agent productivity, enhance experiences, and cut costs. Connect with our AI experts to unlock your business potential.