CX - Real-Time Agent Assist
Support agents with the right information in the moment.
The Challenge
Customer service agents spend valuable time searching for information during calls, leading to longer handling times and inconsistent responses. Knowledge bases and SOPs are spread across different systems, making it hard to find the right answer quickly.
The Solution
An AI-powered assistant that provides real-time guidance to agents during customer interactions. The system monitors conversations and proactively suggests relevant responses, procedures, and solutions, helping agents handle calls more efficiently and consistently.
Signals it's a fit
Agents need quick access to procedures and answers during calls
Knowledge scattered across multiple systems and documents
A small pilot team is willing to try real-time assistance
Expected Impact
Faster responses
Fewer reopens
Improved customer satisfaction
How we approach this
Integrate knowledge sources and SOPs
Provide guided responses in real-time
Measure handling time and CSAT
Risks & Considerations
Data freshness and access controls
Over-reliance without QA