Agent assist helps agents drive revenue—and solve customer service issues.
Artificial intelligence (AI) is making waves in many areas of business, but one of the most significant is in customer service. Agent assist, virtual agents, and sophisticated analytics are catalysts for significant changes in the role of contact center agents—both virtual and human.
CX leaders are focusing on a few key goals as they fine-tune their AI strategy for human and virtual agents: making processes more efficient, boosting customer satisfaction, and ultimately, helping companies grow. Virtual agents can more efficiently address more simple issues, offloading some of the agent workload. But AI also plays a profound role for interactions that require human attention. Not only does agent assist help customer service reps resolve issues, it’s also helping them sell products and services to customers—elevating the contact center to a revenue generator vs. a cost center.
Virtual Agents: Automation Taking on the Basics
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