“SmartAssist enabled us to reduce our customer response time from three hours to three minutes, while re-assigning our 40-person triage team to value creating activities.”
Leverage the power of artificial intelligence to increase first contact resolution, reduce average handle time, even make zero contact resolution a reality.
When your customers submit a question or issue that is covered in your knowledge base or discussed in forums, we will first recommend possible solutions before ever creating a support ticket.
We identify patterns in your agent responses to ensure incoming tickets get to the right team or agent, pronto. This way your best agents don’t have to spend their precious time on this process.
We enable you to automatically respond to tickets once you deem it appropriate based on chosen confidence criteria and comfort level. Automatic response allows agents to spend less time on recurring issues, and more time on problem solving for your customers.
After evaluating your closed tickets, we surface the top three recommended responses along with supporting content from your knowledge base, for new tickets. Agents pick the best one, personalize it, and send it along!
The Agent Assist AI tool for customer service enables faster ticketing, easy integration into current CXMs and has led to improved agent satisfaction for our clients.
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.