Agent assist all channels
111Verified suppliers
Built for
The challenge
Your organization faces increasing pressure to deliver exceptional customer service while managing costs and agent burnout. Agents struggle to navigate complex systems, leading to inconsistent service and high attrition rates. Customers expect immediate, personalized support, but your agents are overwhelmed by the volume and complexity of interactions. Without the right tools, your contact center risks falling behind, damaging brand reputation and losing revenue.
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30-45%
of contact center agents experience annual turnover
17%
of agent time is spent on manual case notes
$3T
in revenue is lost globally due to poor customer experiences
The solution
Agent assist all channels addresses your unique challenges through modern solutions and key capabilities.
Real-time transcription
Converts spoken words into text with low latency, providing a foundation for real-time guidance and analysis. This allows agents to focus on the conversation rather than manual note-taking.
Contextual knowledge retrieval
Pulls relevant articles and answers from a knowledge base based on the conversation context. This ensures agents have the right information at their fingertips.
Automated call summarization
Generates notes automatically at the end of a call and pushes them to the CRM. This reduces after-call work and ensures data consistency.
Sentiment analysis
Detects customer anger or frustration in real-time, alerting supervisors or prompting the agent with empathy statements. This helps agents tailor their responses to the customer's emotional state.
PII redaction
Automatically scrubs Personally Identifiable Information from transcripts and storage to ensure compliance. This protects sensitive customer data and reduces legal risks.
Generative AI actions
Executes workflows via API integrations, such as processing returns or issuing refunds. This automates tasks and reduces the manual effort required by agents.
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How to evaluate agent assist all channels
1
Integration ecosystem
Evaluate whether the solution offers native, bi-directional sync with your specific CRM and CCaaS platforms. Avoid solutions that rely on wrapper integrations, as they often fail at scale.
2
Latency and accuracy
Test ASR accuracy on your specific audio data, including diverse accents and jargon. Verify that latency is less than 500ms in a live environment to ensure usability.
3
Total cost of ownership
Look beyond license fees to consider implementation costs, training, API usage fees, and premium support tiers. Understand all potential costs before making a decision.
4
Customizability
Determine if supervisors can update prompts, scripts, and workflows without IT intervention. Agility is key for rapid policy changes and adapting to evolving customer needs.
Questions to ask suppliers
Use these questions during supplier evaluations to ensure you're choosing the right partner for your needs.
Agent assist all channels RFP guide- Can you demonstrate your Retrieval-Augmented Generation pipeline using our sample documents, and how do you handle conflicting information in the source material?
- What is your documented latency for real-time transcription and guidance delivery, and does this change under peak load or when PII redaction is enabled?
- Describe your specific approach to 'Human-in-the-Loop' for agentic workflows-how does the agent verify and approve AI actions before execution?
- Do you retain ownership of the data derived from our interactions to train your foundation models, and can we opt-out while retaining full functionality?