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What is Agent Assist?

Agent assist is a technology that is used to assist human agents in customer service and support operations. It is often used in contact centers to help agents handle a large volume of queries and interactions more efficiently. 

Virtual agent assist technology can take many forms, such as chatbots, voicebots, virtual agents and machine learning algorithms. It works by providing agents with real-time guidance, recommendations and insights to help them resolve customer issues more effectively. 

For example, when an agent is on a call with a customer, agent assist technology can analyze the conversation in real-time and provide the agent with relevant information, such as the customer's history, previous interactions, and potential solutions to the problem. This can help the agent to provide more personalized and efficient service to the customer.



Benefits of Agent Assist

Agent assist technology offers several benefits for businesses that use it in their customer service and support operations, including: 

  • Improved efficiency 
  • Personalized service 
  • Consistency 
  • Reduced training time  
  • Better customer experiences 
  • Cost savings 

Overall, virtual assistant agent technology can provide businesses with a valuable tool for improving the efficiency and effectiveness of their customer service and support operations, while also enhancing the overall customer experience.

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