Work Smarter, Not Harder - Revolutionizing Agent Workflow with AI

Daphna Doodeman, Customer Success Manager

In the world of customer service, efficiency is key. But working more doesn't necessarily equate to achieving more.

The mantra for modern customer service professionals is "work smarter, not harder.” This is where AI comes into play, reshaping the landscape of agent workflows, boosting customer service satisfaction, and making happy agents.

And before we breakdown what an AI-assisted workflow looks like, don’t worry, AI isn’t here to take your job. But it will make you better at what you do.

Understanding the Traditional Agent Workflow

Traditional agent workflows often involve toggling between multiple systems, sifting through information, and manually inputting data – a time-consuming and often frustrating process.

In a fast-paced environment where customer satisfaction is everything, these inefficiencies can become a significant hurdle.

An agent answering the same basic question for the 100th time today is an agent who could be helping someone with a more complex issue that needs a human touch.

Revolutionizing Agent Workflow with AI

AI is transforming traditional workflows, bringing unprecedented efficiency and effectiveness and making the human element way more effective.

With tools like Agent Assist, customer service professionals, especially those working in digital channels, can now leverage the power of real-time artificial intelligence and machine learning models to work smarter than ever.

Here's how AI can streamline agent workflow:

Assist with repetitive tasks: AI can take over routine tasks such as sorting and routing tickets, leaving agents free to focus on the more complex customer interactions.

Providing real-time support: Real-time artificial intelligence provides agents with instant information and recommendations, helping them handle customer queries more effectively and in a timely manner.

Learning and adapting: Machine learning models help AI adapt and improve over time, learning from every interaction and becoming more proficient in assisting both customers and agents.

Enhancing customer understanding: Conversation intelligence enables AI to understand customer sentiment and intent, allowing for more personalized and effective interactions.

Introducing new products: AI can teach itself about new products quickly. This allows agents to provide better support for newly launched products because AI will already have the answers (this assumes the product team knows what questions to feed the AI tools).

Training new agents: A new customer service hire can become a contributor faster with the use of these tools as they don't need to know everything before letting them talk to customers, since the AI suggests responses automatically. It also means they are learning on the job.

The Outcome: Happy Agents, Satisfied Customers

When agents work smarter, they are happier and less stressed. Workflow automation also means quicker response times and more accurate solutions, leading to increased customer service satisfaction.

Moreover, AI doesn't just stop at improving the current workflow. It also equips agents with insights and learning opportunities, helping them develop their skills and knowledge.

AI isn’t “around the corner", it’s here…

AI is already shaping the way customer service operates and has been for some time.

As AI improves, the human touch will actually become more important. That’s because AI’s greatest contribution to customer service will be the way it enables the human element.

It's about working smarter, not harder. Efficiency, not repetition. And that’s a win-win for customers and agents alike.

At Deepdesk, we're dedicated to making this vision a reality. Our suite of AI tools, including Agent Assist, is designed to transform agent workflows, improve customer service satisfaction, and create a happier work environment for agents. Discover how Deepdesk's contact center solutions can revolutionize your workflow today.

Happy agents, better conversations

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