What is AI agent assist?

AI agent assist programs offer real-time help to contact center agents to support the help they provide to customers. Listening in on the conversation, agent assist bots can silently offer helpful resources, answers, and policy clarifications when agents need them, boosting agent performance, reducing agent burnout and turnover, and vastly improving the customer experience.

Traditional contact centers are inefficient and impersonal

Contact centers, by their very nature, can be complex operations with lots of moving parts. Without the right level of care or the proper tools, it’s very easy for operational inefficiencies to creep into a contact center’s workflow, damaging overall performance and driving up the overall cost of each customer interaction.

Those customer interactions can also become rather stale and impersonal without data-driven customer insights. Without a proper understanding of your customer base as a whole and the interaction history of individual customers, it gets much harder to customize services to meet your customers’ needs which leaves customers feeling unheard and unvalued.

Key features of AI agent assist

Manager assist for real-time coaching

Managers can hop in to help at any time. When required, managers are able to step in and act as a coach in real-time, offering their expertise and experience for more complex issues or difficult customers, preventing smaller problems from escalating into big ones.

AI-driven knowledge access

Agents can find the answers they need right at their fingertips, accessing your company's full knowledge base with ease in an easy-to-search large language model (LLM).

Resolve faster, escalate less

Get to the bottom of customer inquiries fast. AI agent assist provides agents with an intuitive workflow for gaining insight into customer questions and concerns, resolving issues with greater ease, and preventing problems from escalating.

Automated call summaries for efficiency

Save time between calls with instant summaries. Agent assist AI makes post-call documentation a cinch, allowing agents to focus on improving the customer experience.

Real-time sentiment analysis for self-improvement

Agent assist pays attention to both the word choices and the emotion behind what customers say, clueing the agent into conversational subtext they might be missing out on and suggesting different approaches with a higher likelihood of customer satisfaction.

How do AI contact center solutions benefit you?

Smart use of contact center AI is an excellent way to boost your CX. See the difference that contact center AI can make for you and your customers.

Personalized interactions

In addition to the advantage of sentiment analysis, the efficiency gains of AI-powered tools enable our contact center agents to provide more focused attention to your customers, allowing a higher degree of personalization and customization with each customer.

Get data-driven insights to innovate & transform the business

Individual and aggregated data gathered from each customer interaction provides a top-down view of your customer base. This greater understanding of how the market feels about your offerings, allows you to more effectively strategize and craft the perfect customer experience moving forward.

Identify cost reduction opportunities

The insights gained from AI-powered workforce management tools allow us to streamline your customer experience, optimizing customer service and cutting unnecessary costs without sacrificing quality.

Balancing expectations and cost to serve

It can be difficult to go above and beyond to reach your customers' expectations without making the cost to serve each customer abundantly high. But with the operational efficiencies and customer insights provided by AI-driven contact center tools, it's become much more feasible to beat expectations while still reducing overhead costs.

Ensure consistency of service delivery

Since our tools allow us to serve high volumes of customers more efficiently, ROI CX Solutions can provide a consistently high-quality customer experience.

Managing multi-partner delivery

We make collaboration with your various partners much simpler with tools that ensure seamless coordination, real-time monitoring, and predictive analytics.

Efficient self-service

Through smarter, AI-enabled interactive voice response (IVR) systems your customers can receive customer support for simpler issues, no matter the time, giving your customers a quality self-service option when needed.

How ROI CX revolutionizes your call center operations

Agent Screen Recording

Better compliance and higher performance with more accountability and transparency.

Generative AI

A bespoke large language model knowledge base for your company's products, services, policies, and protocols, right at your agents' fingertips.

Quality Assurance

Monitor 100% of your customer conversation in real-time, with automatic scoring for compliance and performance.

VOC Insights

View up-to-date insights about your customer sentiment and behaviors, allowing more informed business decisions.

Agent Coaching

Provide in-the-moment coaching to agents based on real-time analysis of their current customer interaction.

Analytics and Insights

Use AI-powered analytics to your competitive advantage, improving performance and informing future decisions.

AI-Assisted Training

Partner with agents trained through an optimized AI-assisted program that effectively adapts to their unique expertise and training needs.

AI Data Annotation

Contextualize your raw data into actionable AI-powered tools.

AI Agent Assistance

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