Introduction
Time responsiveness is one of the most crucial parameters in the performance and growth of the call center business. There are times when the agent has to pull up the information from various sources to resolve the query of the customers and the entire procedure takes a lot of time. Agent assistant automation is a rescue for the agents for such tedious tasks. It is a companion who walks with the agent throughout the conversation with the customer and automatically fetches the information and the call. They bring efficiency to the market, and the customer goes fully satisfied in a shorter period.
Advantages of agent assistant chatbot
Here are some of the advantages of agent assistants:
- Increased productivity: The fact that the agents can resolve the queries quickly ensures that they can handle more calls from the other customers and bring an outstanding level of productivity within the call center.
- Quick resolution: The agent assistants enable the agent to reply to all the customers’ queries without wasting time looking for the information on the other sources. Prompt and accurate resolutions make happy customers indeed.
- Increase in customer satisfaction: With quick and accurate replies and to the point, the customer gets what he was looking for and that too without waiting for long. This makes him happy and satisfied and tends to make him a loyal customer of the company.
Modes of agent assistants
Here are some of the modes that work for the agent assistants:
- Voice
- Chats
- IVR
What can agent assistants do?
Agent assistants can do a variety of tasks which includes:
- Connects to the knowledge base: The agent assistants can get connected to the companies’ knowledge base, hence giving out the information to the agents as per the call flow.
- Automation: The automation process of the agents is done through the agent assistants. Various time-consuming tasks like data entry, navigations, and sequences are taken care of by the agent assistant automation.
- Awareness about the context: The agent assistants get aware of the agents’ working environment and get to know about the context of the conversation being carried out between the agent and the customer. The assistant is very accurate in its resolutions.
- Instant guidance: Agent assistants allow the agents to resolve the customer queries without going through a lengthy procedure of looking for the information in the knowledgebase or other resources. It tends to answer the customer questions by looking up into the knowledge base that has been integrated and hence gives the instant resolution.
Conclusion: With increasing digitalization, call centers have been trying to implement the agent assistant automation that aids in bringing out the best productivity, saves time and money, and ensures that customers receive the best service from the agent. Therefore, the agents can focus on the conversation part and leave the information pulling task to the agent assistants.
