Agent Assist is an intelligent assistant that plugs right into your existing CxM and helps your agents be more productive by connecting them to that content quickly. No matter where the ‘right’ solution lives—your knowledge base, templates, or forums—Agent Assist will source it and present it to your agents for speedier issue resolution.
With Agent assist an organization can cover upto 80% of cases and bring down the average handle time of the organization.
Onboarding becomes greatly simplified because new agents are trained with the most successful templates derived from historical resolution.
Agents no longer have to hunt through hundreds of macros for the best answer to a question.
Macro usage at SeatGeek has increased 3x over since we started using AnsweriQ - making our operation more efficient and our responses more consistent, while also giving our agents more time to focus on complex customer needs. Our knowledge base has also gotten a lot more traction since agents can easily insert and link help center articles straight from the widget.
AnswerIQ enabled us to reduce our customer response time from three hours to three minutes, while re-assigning our 9-person triage team to value creating activities.
AnswerIQ helps our agents focus on our customer interactions by getting the right topic in front of the right resource at the right time. It helps us improve the future by learning from the successes or failures of our past.
AnsweriQ helps us route our support cases with 90% accuracy via their auto-triage tool. Our average handle time has dropped 20% as a result!
AnswerIQ’s Auto Response provides us with a cost-effective and powerful solution for providing our customers with answers to their most common questions and enables our agents with tools to be more agile in their interactions. This helps our team focus personal attention to our high priority customers.