What does AI "Agent Assist" actually mean?

Brendan Jackson, COO

Demystifying AI in customer service

As customer service continues to evolve, new terms and technologies emerge that can sometimes leave professionals and stakeholders in a cloud of confusion. Today, we aim to demystify one of those terms: AI Agent Assist. What does it mean, and how can it enhance customer service satisfaction? Let's dive in.

Understanding AI Agent Assist

At its core, AI Agent Assist refers to AI-powered tools designed to support customer service agents during their interactions with customers. Contrary to what some techno-pessimists are saying, these tools are not designed to replace human work. AI Agent Assist enhances what agents can do, making it easier to deliver excellent customer service at scale.

How does AI Agent Assist work?

Built upon advanced technologies like real-time artificial intelligence and machine learning models (MLM’s), AI Agent Assist systems work alongside human agents during customer interactions. These tools can suggest responses, provide real-time access to customer history, help manage workload, and facilitate quicker resolutions. This works especially well in digital channels like chat and email.

Enhancing Customer Interactions with AI Agent Assist

AI Agent Assist tools can significantly improve the quality of customer interactions. By leveraging conversation intelligence, these tools can analyze a customer's sentiment and intent, helping agents adjust their approach and responses to better suit the customer's needs.

How does AI Agent Assist contribute to workflow automation?

Beyond improving customer interactions, AI Agent Assist tools also play a crucial role in workflow automation. They can automate repetitive tasks such as data entry, freeing up agents to focus on more complex and critical issues. AI can take care of basic questions your agents get asked constantly, like “Where’s my order????”

This results in more happy agents who can focus their energy and skills where they're needed the most, ultimately leading to better customer service satisfaction.

Embracing the future with AI Agent Assist

As we navigate the future of customer service, AI tools like AI Agent Assist are set to play an increasingly pivotal role. By enhancing the capabilities of human agents, these tools promise to deliver more efficient, effective, and empathetic customer service, driving satisfaction and success in today's competitive landscape.

At Deepdesk, we understand the crucial role that AI plays in the modern contact center. Our suite of AI tools, including AI Agent Assist, is designed to support your agents and improve your customer service operations. Discover how Deepdesk's contact center solutions can help you leverage the power of AI and ensure your customer service is top-tier.

Happy agents, better conversations

Increase NPS, without the cost: Deepdesk's AI technology helps customer support agents to have more fulfilling customer conversations.