Empower your agents with intelligent real-time assistance to create exceptional experiences

Real-time agent assistance is a revolutionary tool that is transforming the way businesses interact with their customers. This innovative technology, powered by Artificial Intelligence (AI), provides customer service agents with invaluable support during live interactions, enabling them to resolve issues in a more efficient, accurate and personalized manner. 

What is real-time agent assistance all about?

Real-time agent assistance is a technology that uses AI to provide customer service agents with suggestions, information and context during customer interactions. So, this primary assistance for the advisor, can be given in different ways, we explain them below:

• Script suggestions: Analyzes the conversation in progress and suggests to the agent the steps to follow, the language to use and possible answers to the customer’s concerns. 
• Contextual information: Can access relevant customer data, such as purchase history, past interactions and preferences, and present it to the agent in real time so that they can provide a more personalized service. 
• Emotion detection: Evaluates the customer’s tone of voice and expressions to detect their emotional state and provide the agent with recommendations on how to handle the situation empathetically and effectively. 
• Real-time translation: Translates conversations between agents and customers who speak different languages, ensuring smooth, barrier-free communication.

What are the benefits?

Real-time intelligent assistance improves agent efficiency and productivity by enabling them to resolve problems faster and more accurately, which reduces Average Handling Time (AHT) and increases their ability to serve more customers.

It also helps agents avoid common mistakes, such as providing incorrect information, misspellings or following inadequate procedures, which translates into a lower error rate and a reduction in associated costs.

Undoubtedly, another major benefit is that it improves the customer experience. End users experience faster, more accurate and personalized service, which increases their satisfaction and brand loyalty. Real-time assistance empowers agents to handle complex situations effectively, even when faced with frustrated or annoyed customers. In this case, AI helps agents better understand customers’ emotions and needs, leading to more empathetic and understanding interactions.

Intelligent assistance in real time guarantees tangible results

An important company in the financial sector that, among other services, is dedicated to the administration of pensions and retirement benefits for more than 8 million people, decided to bet on Artificial Intelligence as an ally in its customer service processes. 

With a completely new team of advisors, it put to the test Mr. Wizard, our Artificial Intelligence assistant that accompanies the agents in real time. The company trained Mr. Wizard with all the information of their company and aspects of interest of the particular operation, all using only Natural Language. 

With this tool they were able to reduce their average contact center transaction time (AHT) by 14%, and the best part is that this outstanding result was achieved by a new team, as mentioned above. The latter is a reflection of the immediate impact of Mr. Wizard when it comes to onboarding processes and service effectiveness, as a new team only needed this tool to know the solutions to customer needs and have a detailed overview of the operation.

Do you want to learn more? Check these frequently asked questions about intelligent real-time assistance

1. Does real-time agent assistance replace human agents?

No, real-time agent assistance does not replace human agents. Its primary function is to provide support and assistance to agents, enabling them to perform their work more efficiently and effectively. Human agents remain essential to building relationships with customers, understanding their needs and providing empathetic, personalized service.

2. Is real-time agent assistance expensive to implement?

The cost of implementing real-time agent assistance varies depending on the size and complexity of the company, as well as the specifics of the solution chosen. However, companies that have implemented this technology have reported a positive return on investment (ROI) through reduced operating costs, increased efficiency and improved customer satisfaction.

3. How can I start implementing real-time agent assistance in my company?

The first step in implementing real-time agent assistance is to assess the specific needs of your company and the goals you want to achieve. It is important to work with a reliable technology provider that can provide you with support and training throughout the implementation process, such as wolkvox, which provides you with a highly trained Full Stack team that accompanies you even after your intelligent assistant is in production.

Finally, real-time agent support has become a fundamental tool for companies that want to reach their full potential, transforming the experience of their employees and customers. If you are looking for ways to improve your customer service and increase customer satisfaction, real-time agent assistance is an option worth considering. By investing in this technology, companies can empower their agents, deliver exceptional customer service and achieve their long-term business goals.