AGENT ASSIST SOFTWARE
Solve customer queries up to 50% faster with AI-powered Agent Assist
Redefine agent experience and improve productivity by automating workflows and providing AI-powered assistance in real time.
Increase first contact resolution rates with real-time AI guidance
Offer guidance at each step of the conversation
Utilize real-time nudges to decide on the best actions, reduce average handling time, increase upsell opportunities and ensure SLA compliance.
Handle customer queries efficiently with historical context
Sprinklr AI automatically recommends similar resolved cases, relevant knowledge base articles and guided workflows based on the context of the conversation.
Detect potential escalations and notify supervisors in advance
Trigger supervisor alerts in real time on potential escalations or CSAT drop, with the ability to join a live customer conversation and actively provide guidance to the agent.
Keep an eye on critical resolution metrics and customer sentiment
Monitor CSAT score and customer sentiment in real-time, and proactively steer your conversations towards satisfying resolutions.
Automate routine agent tasks with generative AI
Steer agents through complex issues for faster resolutions
Create step-by-step guides for agents to ensure efficient and satisfactory resolutions. Fetch, create and update records on the platform without having to navigate to a different screen.
Get a quick overview of the case without reading the entire conversation
Generate a case summary with consumable pointers using Sprinklr AI+. Quickly hop on resolving issues instead of spending time reading the entire conversation transcript.
Fully automate post-call tasks and save your agent’s time
Automatically detect and prefill case dispositions with the power of Sprinklr AI+ and reduce valuable agent time spent on repetitive after-call work.
Deliver speedy service without speeding past compliance
Deliver quick, on-brand answers to routine questions
Pre-configure brand compliant responses to address routine customer inquiries. Use these responses to provide faster resolutions with just a few clicks.
Respond better with AI-generated brand-compliant responses
Generate reply suggestions dynamically with Sprinklr AI and provide quick, contextual responses that can help resolve issues better.
Ensure compliance in agent responses
Mitigate risks and ensure compliance in your responses with Sprinklr AI. Constantly monitor agent responses and flag non-compliant messages.
Frequently asked questions
Agent assist software supports contact center agents by providing real-time suggestions, information and guidance during customer interactions. It enhances efficiency and customer experience.
Agent assist software has these key capabilities:
- Real-time guidance: Offers agents real-time prompts and suggestions as they engage with customers.
- Automated responses: Automates responses for frequently asked questions, freeing up agents to focus on more complex inquiries.
- Access to knowledge base: Enables agents to access knowledge base portal ensuring agents provide accurate answers to customer queries.
- Contextual insights: Empowers agents to personalize interactions by analysing ongoing conversations and customer history
- Sentiment analysis: Gauges the emotional tone of customer messages, allowing agents to respond empathetically.
- Multilingual support: Facilitates smooth interactions with customers regardless of language barriers.
- Compliance and guideline adherence: Assists agents in adhering to compliance guidelines by suggesting compliant language and actions.
- Script adherence: Ensures that agents adhere to predefined guidelines, maintaining consistency in interactions.
- Cross-selling and upselling assistance: Identifies opportunities for cross-selling or upselling based on customer interactions.
- Performance analytics: Gain access to performance metrics such as response times, resolution rates and customer satisfaction scores.
- Generative AI assisted post-call workflows: All the redundant post-call tasks like case dispositions, summarizations etc can be automated with Generative AI, freeing up agent time to handle more cases or improve skills.
Agent assist software improves customer service by providing agents with real-time information and suggested solutions, enhancing response speed, accuracy and overall customer satisfaction in interactions. It increases first contact resolutions.
Agent assist software can integrate with existing systems, ensuring seamless compatibility and enabling agents to access relevant information efficiently during customer interactions.
Agent assist software, powered by artificial intelligence (AI) and machine learning, offers a range of benefits.
- Enhanced agent efficiency: Equips customer service representatives with real-time guidance and automated responses.
- Consistent and accurate information: With access to a centralized knowledge base, agents can provide consistent and accurate information to customers.
- Improved customer experience: Enables agents to understand customer needs better with contextual insights and sentiment analysis
- Faster query resolution: Real-time suggestions and automated responses enable agents to address inquiries promptly.
- Compliance adherence: Ensures that agents adhere to contact center compliance by providing approved language and actions.
- Optimized upselling and cross-selling: Identifies opportunities for upselling and cross-selling based on customer interactions.
Want to turbo-charge your agent productivity? Request a demo of Sprinklr’s AI-led Agent Assist Software.
Sprinklr resources
Learn more about what agent assist is, why contact centers need it, and how it can help improve your customer service.
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