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AI and Automation
Agent Experience
Products and features
2 min read

Agent Assist: The contact centre agent PA powered by Conversational AI.

Jeanine Desirée Lund
Marketing Executive

In today’s customer-centric landscape, businesses face the challenge of meeting customer expectations for convenience and automation while ensuring a seamless customer experience. The solution lies in striking the right balance between technology and human touch, with a focus on enhancing the Agent Experience. Enter Agent Assist: the intelligent customer service solution powered by Conversational AI that empowers agents to deliver exceptional service while leveraging automated capabilities.

Harnessing the power of Conversational AI

Agent Assist utilises advanced Conversational AI techniques to revolutionise agent-customer interactions. Through Natural Language Understanding (NLU), it comprehends and interprets customer queries, extracting relevant information to provide accurate responses. NLU algorithms enable Agent Assist to understand the intent behind customer queries, extract key information, and determine the appropriate response or action. This capability allows agents to provide swift and precise assistance, improving efficiency and customer satisfaction.

Integrating with Puzzel Knowledgebase

By seamlessly integrating with Puzzel Knowledgebase, Agent Assist equips agents with instant access to up-to-date information. This eliminates the need for manual searches and ensures that agents have access to accurate and reliable information at their fingertips. The integration enables Agent Assist to retrieve relevant information and suggestions to assist agents in handling customer queries effectively. Agents can rely on the knowledge base to provide accurate and consistent responses, enhancing the overall customer experience.

Contextual recommendations for personalised experiences

One of the key strengths of Conversational AI is its ability to provide context-aware recommendations. Agent Assist analyses the ongoing conversation between agents and customers identifies relevant keywords, and suggests suitable responses or actions. These recommendations can range from suggesting relevant knowledgebase articles, providing pre-written responses, or even triggering specific workflows to address customer requests efficiently. By offering personalised recommendations, Agent Assist enables agents to deliver tailored and empathetic service, fostering customer loyalty and satisfaction.

Sentiment analysis for enhanced understanding

Understanding customer sentiment is crucial for delivering exceptional customer service. Agent Assist utilises sentiment analysis algorithms to assess the sentiment of customer interactions in real time. By gauging customer sentiment, it can help agents adapt their responses accordingly, enabling them to empathise with customers, defuse potentially negative situations, and ensure a positive customer experience. Sentiment analysis empowers agents to provide personalised and emotionally intelligent support, creating meaningful connections with customers.

Continuous learning for improved performance

Puzzel’s Agent Assist leverages machine learning techniques to continuously improve its performance over time. By learning from the interactions between agents and customers, Agent Assist captures valuable insights and patterns. It identifies successful strategies, refines its recommendations, and adapts to changing customer needs and preferences. Continuous learning allows Agent Assist to evolve and optimise its performance, ensuring that agents have access to the most effective tools and guidance to deliver exceptional customer service.

Up and running in no time!

Puzzel Agent Assist seamlessly integrates with Puzzel Smart Chatbot or your existing chatbot, leveraging its existing training data to extend its capabilities and accelerate deployment. By tapping into the training data already gathered from Puzzel’s Smart Chatbot, Agent Assist benefits from the knowledge and expertise accumulated, allowing it to get up and running quickly. This integration enables Agent Assist to access a vast amount of pre-trained information, including common customer queries, responses, and workflows. By leveraging this existing training data, Agent Assist can provide accurate and efficient support right from the start, enhancing its effectiveness and reducing the time required for initial training. The integration between Agent Assist and Puzzel Smart Chatbot (and third-party chatbots) enables seamless collaboration, optimising the overall performance and delivering enhanced customer experiences.

Benefits of Agent Assist

Implementing Agent Assist brings a myriad of benefits to contact centres. First and foremost, it improves efficiency by providing real-time suggestions and access to a knowledgebase. This enables agents to handle customer queries more swiftly, reducing response times and boosting overall productivity. Additionally, Agent Assist ensures consistent responses by offering standardised information and predefined responses. This minimises the risk of agents providing inconsistent or incorrect information, thereby enhancing the overall customer experience.

Agent Assist is perfect for multilingual contact centres too! Agent Assist understands and generates text in multiple languages to provide accurate and reliable customer service across language barriers.

Furthermore, Agent Assist serves as a valuable training tool for new agents. It guides them through interactions, provides them with accurate information, and helps them develop their skills and knowledge base quickly. The real-time guidance and support offered by Agent Assist accelerate the onboarding process, allowing agents to deliver exceptional service from the start.

Agent Assist enables contact centres to provide personalised customer experiences at scale. By analysing customer data and preferences, Agent Assist tailors recommendations and responses to meet individual needs. This personalised approach enhances customer satisfaction and fosters long-term loyalty.

To learn more about Puzzel Agent Assist, book a custom demo today!

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