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Contact centers that invest in agent assist technology can help their agents become more productive and eliminate tedious tasks to make their jobs easier.

Contact center leaders can uncover measurable success with agent assist technology, as it can make agents more productive and improve customer satisfaction.

Agent assist includes various types of software that use AI to give agents advice, information and context to provide the best customer service in real time. Proper agent assist strategies may also include ancillary products or services. They can incorporate various AI-powered technologies, including natural language processing, sentiment analysis, speech and text analytics, transcriptions and workflow analytics.

Agent assist was a major topic at this year’s Enterprise Connect conference in Orlando, with a session hosted by Metrigy titled, “Agent Assist and Virtual Assistants: How are Companies Supercharging their Agents?” CX leaders in the audience agreed with Metrigy’s research, which said 2024 will be a big year of growth for agent assist.

How agent assist benefits the contact center

Agent productivity is a growing priority among contact center leaders. In 2022, most CX leaders prioritized customer satisfaction over agent productivity, according to Metrigy’s annual MetriCast study. Under 15% of survey respondents in the 2022 report said they prioritized agent productivity. That percentage has grown 20% since, according to Metrigy’s upcoming report, as organizations began to realize that improving agent productivity and happiness can improve customer satisfaction in turn.

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Robin Gareiss

Robin Gareiss is CEO and Principal Analyst at Metrigy, where she oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers focusing on customer experience and engagement, digital transformation, and contact center.