Agent Assist Bots Archives - BotCore Enterprise Chatbot Fri, 15 Mar 2024 09:42:48 +0000 en-US hourly 1 https://wordpress.org/?v=6.6.1 https://botcore.ai/wp-content/uploads/2020/02/cropped-favicon-32x32-1-70x70.png Agent Assist Bots Archives - BotCore 32 32 How can AI and chatbots improve support agent experience & productivity https://botcore.ai/blog/chatbots-agent-experience-productivity/ Mon, 15 Feb 2021 06:31:00 +0000 https://botcore.ai/?p=7448 How can AI and chatbots improve support agent experience & productivity According to a survey, post-covid, 59% of customers will care even more about customer experience than they did in the “before times” when deciding which companies to support or buy from. With the increased expectation for a speedy resolution and more interactive engagement, customer […]

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How can AI and chatbots improve support agent experience & productivity

According to a survey, post-covid, 59% of customers will care even more about customer experience than they did in the “before times” when deciding which companies to support or buy from.

With the increased expectation for a speedy resolution and more interactive engagement, customer service representatives (CSR) alone cannot handle the rapidly evolving needs of customer support. An American Express survey found that 78% of consumers have bailed on a transaction because of a lousy service interaction.

As the pressure to scale up processes and deliver quality customer engagements mounts, contact centers witness higher attrition and agent turnover. Hence, to be truly successful in providing exceptional customer experiences, an organization needs to view agent experience, meaning how efficient, empowered, and effective its agents are, as an integral part of its overall customer support strategy.

To augment agent effort, chatbots and other AI-driven technologies are making their way into contact centers. Let’s discuss how a hybrid, co-existential human and AI model improves support agent experience and productivity.

The Different Ways AI improves Agent Experience and Productivity

1. Cognitive Search

As agents routinely deal with tons of product information, they may have to put customers on hold while they skim through heaps of FAQs, blogs, documents, spreadsheets, and other internal sources of information in search of the right answers.

Moreover, traditional keyword-based searches lack context and often generate less relevant results that are not in sync with what the customer actually wants. This leads to a longer average handle time (AHT), a key performance metric for any support agent.

In such a scenario, AI-powered tools that understand the context and deliver highly meaningful search results come in handy. Such tools lead agents to the most relevant content within the vast array of structured and unstructured data that the organization holds.

Mesh 3.0 – A Modern SharePoint Intranet solution for enterprises, connects all your external and internal apps and offers a unified, AI-enabled cognitive search engine that reduces the time you spend locating the relevant information.

2. Smart AI Advisor

Today’s customers demand instant answers and expect the agent at the other end of the line to provide the best resolutions. However, on encountering a new query, agents may need time to review the customer’s account and evaluate potential solutions.

Advanced AI tools, including chatbots, can look into a customer’s history, including transactions, usage, preferences, and other information, and quickly provide a list of customized resolutions to assist the agents.

So, armed with contextual information and the right recommendations, agents can deliver more focussed, engaging, and meaningful interactions.

3. Reduce agent effort by understanding customer intent

Another critical metric involved in evaluating a support agent’s performance is the number of tickets closed.

Every time a customer emails an agent, even thanking them for their support, the service ticket gets reopened. Consequently, the support agent must manually update and close the ticket, leading to duplication of effort and an adverse impact on his KPIs.

With the help of AI, systems can detect the intent behind customer responses before deciding whether or not to reopen a ticket.

Read More: How Agent Assist Bots Help Improve Customer Service Productivity

4. Act as an AI assistant

Traditionally, customer-facing chatbots and virtual assistants were used for simple FAQs. However, a chatbot’s applications need not be limited to just customer-facing interactions.

Today’s sophisticated agents can handle more complex work – understand where to look for the right information, recommend verbiage that agents can use with customers, and automate routine queries to free up the agent for more complex tasks.

Moreover, bots can assist agents in delivering superior and more efficient customer service –

  • Supporting agents during live calls or chats by providing the needed information and immediate contextual suggestions
  • Connecting to backend knowledge bases and CRM systems and extracting relevant articles and documents to help with the customer’s query
  • Escalating customer interactions to a live agent, when needed, and providing the entire chat history, including sentiment analysis scores and other contextual information, to the CSR
  • Automating time-consuming and tedious tasks, such as recording customer information, post-interaction form filling, surveys, etc.
  • Mining audio calls and textual conversations to capture significant details and insights
  • Act as a chat AI co-pilot by studying customer profile, mining prior conversations with higher CSAT scores, and recommending responses

Read more: How Chatbots Can Boost The Customer Retention Rate

5. Assist in quality control through active listening

For training and quality assurance purposes, call center managers listen in to agent conversations, but they are limited to only one agent at a time. With the advent of text-to-speech technologies and machine learning, AI systems can listen in on thousands of live conversations, understand customer intent and context, and present insights on the agent’s screen in real-time.

Additionally, by conducting sentiment analysis on every customer utterance and agent response, systems can alert managers about conversations that require a handover to or assistance from a supervisor.

Get Started

Businesses are built on the experiences they provide to their customers. And agent experience is fundamental to delivering an excellent customer experience. AI-powered solutions enhance support agent productivity and deliver next-generation, synergistic customer experiences.

The best results occur when AI and humans work shoulder-to-shoulder. By acting as smart virtual assistants for agents, handling mundane tasks, and providing scalable, 24X7 service, AI tools are paving the way for seamless outcomes for both support agents and customers.

At Acuvate, we help clients build and deploy smart, AI-enabled chatbots with our enterprise no-code, bot-building platform called BotCore.

Functioning as a handy source of on-demand information, providing intuitive and proactive assistance to agents, and handling routine queries, BotCore’s AI bots help improve support agent experience and productivity and reduce agent turnover.

To know more about BotCore, please feel free to schedule a personalized consultation with our experts.

Further Reading:

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]]> How Agent Assist Bots Help Improve Customer Service Productivity https://botcore.ai/blog/agent-assist-bots/ Fri, 04 Sep 2020 08:02:00 +0000 https://botcore.ai/?p=6419 How Agent Assist Bots Help Improve Customer Service Productivity Customer service agents not only have to resolve customer queries accurately but also need to do that in the least amount of time. Average Handling Time (AHT), therefore, is one of the most important metrics to determine if a contact centre’s service is productive or not. […]

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How Agent Assist Bots Help Improve Customer Service Productivity

Customer service agents not only have to resolve customer queries accurately but also need to do that in the least amount of time. Average Handling Time (AHT), therefore, is one of the most important metrics to determine if a contact centre’s service is productive or not. It impacts a customer’s satisfaction directly and is a key determinant of the overall customer experience. However, even the best customer service agents need help at times.

While handling complex queries, customer service agents have to put customers on hold to search for answers across multiple systems and documents, which usually is tedious and takes time. This increases AHT, frustrates the customer, and increases the likelihood of customer attrition – which in turn affects the company’s bottom line. This is where agent assist bots play a key role.

Agent Assist Bots Explained

Most customer service departments today use customer-facing chatbots. According to a report, 80% of the surveyed companies are or will be using customer-facing chatbots by 2020. These chatbots are usually equipped with AI and Natural Language Processing (NLP), and act as the first line of support agents. Complex conversations which need a human touch are transferred to a human agent.

But a chatbot’s applications in customer service doesn’t have to be limited to just customer-facing interactions.

Agent assist bots act as a companion to human customer service agents. They are programmed to work alongside live agents and provide customer information and smart suggestions to humans as per the query and the conversational flow. Moreover, they can also be programmed to handle the cumbersome, tedious, and time-consuming tasks of the agents like searching for information and automating CRM data entry. Agent assist bots are fast becoming a critical addition to deliver superior and more efficient customer service.

Improve Customer Service Productivity With Agent Assist Bots

1. Support during live calls or chats

Whenever human agents handle customer conversations via live chats or calls, agent assist bots analyze customers’ responses and identify their intents. This enables them to map the query to relevant topics and provide the needed information to agents to deliver faster resolutions.

At the same time, they can identify customers’ profiles and assess whether they are repeat callers or not by automatically analyzing the company’s customer database and relaying the information to the agent. Moreover, they ensure that the agents never hit a dead end during the conversation. When live agents do not know the answer for a specific query, chatbots provide immediate contextual suggestions.

2. Faster Access To Information

A majority of a human agent’s time is spent on manual search. Upon an agent’s request, agent assist bots can automatically connect to their knowledge bases, CRM and back-end systems to extract relevant articles and documents, and present it to the agent seamlessly.

3. Enhanced Live Agent Productivity

Whenever customer self-service interactions escalate to a human agent, an agent assist bot automatically provides the entire conversation history including sentiment scores and contextual information. They also suggest knowledge articles the agent can go through to fulfill the customer’s request. Additionally, agent assist bots can also help agents in tedious and time-consuming activities such as capturing customer information, post-conversation form filling and surveys, and thereby enhance the overall agent productivity.

4. Simplified and Automated CRM Data Entry

Manual data entry into CRM is a huge productivity roadblock for customer service agents. An agent assist bot mines audio calls/textual conversations whenever an agent speaks/chats with a customer. It captures key notes, details, insights from the customer and enters the data automatically into the CRM system.

Agents can also have quick chat with the agent assist bot and ask it to update/change the CRM records with the provided specifications.

Learn More: How Are Chatbots Boosting The CRM Adoption Rates

Get Started

Customer service agents and agent assist bots are complimentary in many ways. They have the same goals – improve customer experience and reduce the amount of time required to handle an interaction, but have different capabilities, which when synchronized can take customer service to the next level. While the agent can interact with the customers and make them feel at ease and comfortable, agent assist bots with their AI capabilities can extract and provide highly contextual and accurate information in real-time, enhancing the productivity of the company’s customer service.

If you’d like to learn more about agent assist bots, please feel free to get in touch with one of our contact center and chatbot experts for a personalized consultation. You may also be interested in exploring our enterprise chatbot builder platform (BotCore) which can help you build customer service and agent assist bots for your organization.

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