Discover the reasons to implement Genesys Agent Assist in your contact center today to boost your customer experience to the next level.
AI is increasingly present
You’ve probably seen some of the latest science fiction movies where artificial intelligence plays a leading role in the characters’ daily lives. Now, as the days go by, it seems that we are getting closer to experiencing that reality.
However, it is undeniable that in the area of customer service the challenges are increasing: more demanding customers, constantly evolving digital channels and an increasing volume of interactions. While this may seem daunting for many organizations and their contact center staff, the good news is that CX industry leader Genesys Cloud has created a groundbreaking tool: Agent Assist, a remarkable solution to support human agents.
What is Agent Assist really?
In case you weren’t aware, Genesys Cloud’s Agent Assist is a virtual assistant designed to help customer service agents be more efficient and effective at their jobs. Using artificial intelligence, it analyzes customer conversations and offers real-time insights and suggestions.
This allows agents to answer customer questions more quickly and accurately, thereby improving the overall experience. It’s like having an intelligent sidekick who’s always ready to help.
Reasons to implement Agent Assist in your company
Here are 5 powerful reasons:
- Real-time transcription: Consider having an instant transcription of the conversations between your agents and customers. This Agent Assist feature allows you to easily review what was said without missing any important details of the interactions.
- Instant suggestions: As the conversation progresses, Agent Assist analyzes the context and offers your staff suggested answers, links to useful articles or frequently asked questions. So agents can find the information they need instantly!
- Integration with Google Cloud:In addition, this tool integrates with Google Cloud, allowing your administrators to create knowledge bases and conversation profiles that fit the needs of your team.
- Context Transfer:Does a customer need to be transferred from a bot to an agent? No problem. This assistant ensures that the context of the previous conversation is transferred to the most capable and available member of your team. The agent is ready to continue without losing the thread!
- Valuable feedback:Another positive aspect of the system is that your agents can give their opinion on the suggestions provided, thus helping the tool become increasingly intelligent and relevant.
We hope that these reasons for applying Genesys Agent Assist have been enough to understand its great importance in the service flow of any modern business, however, if you want to know more about this tool, you can contact us and request a free demo with us. Remember: accurate information, at the right time, simplifies customer service.
