Transforming Customer Support with Agent Assist AI

In today’s fast-paced digital world, customers expect instant, accurate, and personalized service. Businesses are rising to meet this demand with the help of cutting-edge technologies—and at the forefront is Agent Assist AI.

AI Interaction Insights – AI Agent Assist

AI Agent Assist

Customers expect positive, informative, and exceptional interactions. Empowering agents with real-time insights and information makes it easier to consistently deliver great customer experiences every time. Intermedia’s AI Agent Assist empowers employees with real-time AI insights, providing instant access to business-specific knowledge and personalized sentiment feedback. This intelligent tool streamlines workflows through automation, including AI-powered post-call summaries (AI Recap).

Before the Interaction

Real-time Access to Business Information: Agents can ask AI Assistant questions via chat during customer calls to quickly retrieve business-specific information (e.g., company policies, product information, or procedural guidelines) to consistently provide accurate answers and improve first call resolution.

During the Interaction

Live Sentiment Analysis: Keep conversations positive with real-time sentiment analysis that tells agents if the call is going in a positive or negative direction.

Real-Time Transcription: Provide agents with a live call transcript to quickly reference past details, reduce errors, and respond more accurately to customer inquiries.

After the Interaction

AI Recap (Coming Soon): Provide agents with a concise summary of a returning customer’s last interaction to help them personalize the conversation and resolve the interaction faster.

Real-Time Delivers Better Business Outcomes

AI Agents Assist’s live sentiment analysis, transcription, access to business information, and post-call summary streamlines agent workflows, increases interaction effectiveness, and reduces manual effort which helps businesses to:

Enhance Efficiency: Reduce call volume and wait times by automating routine tasks like transcription and providing instant responses with AI Assistants.

Increase Agent Bandwidth: Help agents quickly resolve calls with access to accurate, relevant information to increase the number of calls they can manage.

Fast-Track Onboarding: Empower new agents with real-time answers to build confidence, reduce frustration, and improve engagement from day one.

Reduce Handle Time: Get agents back to take the next call by automating post-call documentation.

Improve Customer Satisfaction: Resolve customer issues the first time with fewer call transfers by giving agents the information they need.