The average customer service agent has to rely on cumbersome manual searches through various information stores. Agent assist delivers the support they need, when they need it.
Manually crafting call notes that capture the total interaction history is time consuming. Intelligent automation boosts agent productivity and standardizes wrap-up processes.
Agents don’t capture insights from every conversation and the data is rarely analyzed — making this rich knowledge base incomplete. Agent assist captures more context, every time.
Genesys AI automates information for agents and reduces manual efforts directly in their desktop.
Automatically provide support for customer conversations. The artificial intelligence (AI)-enabled Smart Advisor eliminates frustrating and tedious manual searches.
Interaction summaries are time consuming, and the results are inconsistent. Genesys Agent Assist creates these reports automatically, and still allows for personalization.
Free agents from repetitive post-interaction tasks with smart automation, such as automatic summarization built using generative AI. With AI, agent assist becomes a true AI agent co-pilot.
The native agent assist tool includes Genesys Knowledge, an intuitive workbench that uses AI to create, structure, analyze and optimize your knowledge base.
Genesys Agent Assist is embedded into the agent desktop. Optimize for voice and real-time, dynamic digital experiences.
Genesys provides a choice of embedded or third-party AI. It can integrate with Google CCAI and other AI partners for knowledge and additional agent assist features.
IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor Assessment
Genesys recognized for its ability to deliver conversational AI capabilities across an array of digital and voice-based channels
When customer support agents have to go it alone, the experience suffers for everyone. Agents have to quickly surface information and relay it to the customer. Customers might get bad information, or an issue could go unresolved. And these poor experiences for customers and employees make it difficult for a business to retain either.
Providing agents with timely support unleashes your employee superpower. No more rushed learning, mix-and-match knowledge or guesswork. That leads to increased customer satisfaction with every incident, and can help businesses retain valuable repeat buyers.
Agent assist gives voice and digital agents all the help they need in one place. From knowledge support during a live customer interaction to managing summaries and data gathering, here’s what sets agent assist apart.
Many agent assist solutions deliver advice. Genesys goes farther, providing contextual knowledge for each customer conversation. Robotic process automation also reduces the manual effort required for routine tasks, such as interaction summaries and notes. And that increases agent efficiency.
Agent assist includes Genesys Knowledge, an intuitive workbench that ensures a single source of customer experience truth. Agents can create articles, enhance interactions with rich media and enable automatic search. This includes analytics to help identify and bridge knowledge gaps.
Agent assist uses AI to automate repetitive manual tasks to create meaningful interaction histories. When captured consistently, these histories are a valuable source of customer insight for the business, new agents and any repeat interactions.
Agent assist integrates with digital and voice conversations from day one. Capabilities like automatic knowledge support and agent automation come standard. And the overall agent experience is tailored to the channel, making it easy to use.
Uncover the right information when you need it. Build stronger connections with your customers. With tools like Genesys Agent Assist, your contact center agents can be super agents, too. See what agent assisted automation can do today.
We’ll contact you directly to set up a date and time that works with your schedule.
In a customer service context, different types of agents include inbound agents (who handle incoming customer calls), outbound agents (who make calls to customers), sales agents, support agents and live chat agents. There are also automated agents, like chatbots or IVR systems.
Outside the contact center, an agent is anyone who works directly with customers. Loan officers, insurance brokers, patient advocates and other front-office employees are often referred to as agents and have the same needs for information and automation.
Virtual agents use artificial intelligence to understand and respond to user queries. Virtual agents often use AI to enable natural language conversations. They can also perform tasks through robotic process automation. Siri by Apple, Alexa by Amazon and Google Assistant are also examples of virtual agents for search. Chatbots, voicebots and IVR are also considered virtual agents.
AI agent assist refers to AI technologies that support human agents in handling customer interactions. These systems can suggest responses, provide relevant information in real time, automate routine tasks, and help agents resolve customer queries more effectively and efficiently. AI agent assist may be referred to as “agent co-pilot” to denote the synergistic relationship between the virtual and human agents.
Agent assist uses multiple forms of AI. Conversational AI and generative AI work with the conversation through transcription, insight extraction, summarization and more. Semantic search enables intent-based information retrieval. In addition, predictive AI is used to determine likely outcomes and can suggest or automate the next best action.