The pressure in customer service is constantly increasing. Customers want fast, precise answers - agents are juggling requests, databases and contact channels in parallel. This is where the AI solution enters the stage. But what is Agent Assist? Where is its use most worthwhile? And what is the smartest way to use it? Here is an overview.
What is Agent Assist?
Agent Assist is an AI-supported solution that provides contact center employees with relevant information in real time. The AI analyzes the content during a call, suggests suitable answers or automatically provides relevant customer data.
This allows your team to concentrate fully on the customer and conduct conversations more efficiently – without the hassle of searching for information.
Where is it worth using?
The answer is simple: anywhere that has a focus on customer service.
From insurance to e-commerce to healthcare, every industry with a high volume of customer queries benefits from the smart co-pilot.
The biggest advantages
- Faster processing of inquiries
Your team has the right information in seconds, saving valuable time. - Better answers, fewer errors
The AI solution supports you with precise and context-related suggestions. - Faster onboarding of new employees
New employees benefit from intelligent support and can work productively in no time. - Increased customer satisfaction
Fast and competent answers lead to a better service experience. - Relief for your team
Agents can focus on the call while the AI works in the background. - Save time & resources
The use of Agent Assist pays off in the long term: Your team works more efficiently, stays motivated and consistently delivers high-quality customer service. This not only increases your customers’ satisfaction, but also strengthens their loyalty to your brand. Determine your savings potential here.
Tips for successful implementation
The following points are particularly important to ensure that an Agent Assist AI solution can develop its full potential in your company:
- Seamless integration: The solution should harmonize with your CRM and all other tools.
- Employee training: The best technology is useless if it is not used correctly. The team needs comprehensive training on how to use the AI.
- Regular optimization: Monitor performance and adjust settings if necessary to get the best results.
- Protect customer data: Make sure that the AI is GDPR-compliant and that sensitive data protection guidelines are adhered to.
ECCO – the smart solution for your customer service
If you are looking for a smart agent assist solution that will really help your contact center, LinkThat ECCO is your reliable partner. The AI for voice channels and telephony supports your agents in real time and can also be integrated seamlessly into existing systems. Your team receives intelligent support during the ongoing call. Helpful actions are triggered for predefined keywords and topics: from CRM database queries, links to knowledge databases and websites, pre-filled CRM tickets and templates to call forwarding with click-to-call.
In addition to real-time support, ECCO automatically creates call logs. Agents receive a structured summary at the end of a call. This not only saves time, but also ensures that all relevant information is documented.
ECCO ensures faster and more precise customer interactions, reduces the workload for agents and significantly improves service quality. This makes your customer service more efficient – and your employees happier.
Are you curious? Or do you have more questions? Then don’t hesitate to contact our experts for advice.