Agent Assist

If your team is like most support organizations, you’ve accumulated a collection of templated responses and knowledge content that comprise the vast majority of the support issues your agents face every day.

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. Our cutting-edge machine learning solution analyzes your past ticket responses, knowledgebase content, and interactions in forums to build a solution recommendation model for you. So, no matter where the ‘right’ solution lives—your knowledgebase, templates, or forums—Agent Assist will source it and present it to your agents for speedier issue resolution.

Agent Assist product by AnswerIQ

Key Benefits of Agent Assist

Comprehensive & Flexible

Use templated response with knowledge content to address the majority (upwards of 80%) of the issues that arise day in and day out.

Consistent, Fast & Accurate

Templated communication won't vary from agent to agent and response time will be greatly reduced.

Personalization

The combination of automation and personalization makes it possible to both scale and remain empathic in your approach to resolution.

Train new agents

Onboarding becomes greatly simplified because new agents are trained with the most successful templates derived from historical resolution.

Improves agent satisfaction

Agents no longer have to hunt through hundreds of macros for the best answer to a question.

Easy integration

There is no engineering work required to set up Agent Assist. The app plugs right into your existing CXM.

Customer Success Stories

Thumbtack® is an online service that millions of customers use every day to find professionals such as plumbers, handymen, piano teachers, etc. to assist with specialized tasks. Thumbtack is able to handle over a million requests a year, with only a small pool of agents, because they use AIQ Agent Assist. Thumbtack agent productivity has improved by over 30 percent with recommended response templates. 
 

A leading gaming provider with ticket volume of 200K+ tickets per month and 400 agents, implements over 1,000 templates to respond to 70 percent of their tickets. They saw a 66 percent increase in agent productivity (50 tickets/day rather than 30) using AnswerIQ Agent Assist.