Make life easier for your agents with AI and Agent Assist

Are you looking to offer your agents effective support in real time? The GenAI-based Agent Assist from novomind makes this a reality. By automatically summarising customer enquiries and suggesting tailored responses, Agent Assist takes the agent experience to the next level.

AI-based automation

Automatically saves more time for personal customer service

Understanding customer concerns, collating information, executing processes, formulating answers … agents in contact centres work to a strict schedule, and continue to perform a lot of activities manually. This takes up valuable time. Time that could be devoted to personal contact. There is another way. AI-based automation is setting new standards in contact centres. Whether customers get in touch via email or another method, innovative AI features will perform the time-consuming manual tasks, leaving agents more time for personal customer interactions. What’s more, automated processes are helping to make up for the severe shortage of skilled workers in contact centres.

Ignite the turbo now: automate your customer service with our voicebot

GenAI-based assistant

Agent Assist optimises workflows as part of an omnichannel contact center

How can agents’ everyday work be made noticeably easier? The answer: with novomind Agent Assist. From receiving enquiries to filing and documentation, our email assistant performs time-consuming manual tasks on behalf of agents. As well as supplying all of the relevant master data and order details, it automatically summarises the content of incoming customer emails – allowing agents to find much faster solutions to customer concerns.

Are customers having to contact you repeatedly and becoming increasingly dissatisfied? The intelligent assistant will notice this too. Powerful mood analysis enables it to accurately spot different moods and automatically suggest suitable responses to any situation. Agents also benefit from useful information drawn from a knowledge database, helping them to handle complex concerns. Another bonus in terms of user experience is that all generative AI features are seamlessly integrated into a central novomind iAGENT communication platform. This means agents can get all the information they need from a single interface.

Features and benefits of our Agent Assist

Enhanced performance

As well as improving user experience, using novomind Agent Assist reduces average handling time (AHT) and improves service quality.

Greater employee satisfaction

With fewer manual interventions and genuine support through customised response suggestions, novomind Agent Assist makes agents' everyday work easier and leads to an improved employee experience.

Full overview

Agents can use the integrated custom app to conveniently search for customers, retrieve relevant master data and order details, together with other information.

Ease of processing

novomind Agent Assist is based on a large language model (LLM). This enables it to summarise incoming enquiries automatically and to recognise the customer's mood. The system then uses this to suggest customised responses to agents, preventing them from wasting time trying to come up with the appropriate wording.

Fast solutions

For every enquiry received, novomind Agent Assist retrieves the relevant information from a database and uses this to generate a response aimed at resolving customer concerns.

Helpful guidance

novomind Agent Assist uses a chatbot to guide agents through processing, step by step. Agents are still able to see an overview of the customer interaction at all times. They are also able to access peripheral systems via process control or transfer information to the LLM.

novomind iAGENT modules for omnichannel customer service

novomind iAGENT

AI-based assistant to support your agents

novomind iAGENT

Optimal processes at the contact service centre

novomind iAGENT

The intelligent solution for the voice service channel

novomind iAGENT

The fastest way to help customers

novomind iAGENT

Seize opportunities and turn critics into fans

novomind iAGENT

For transparency and consistent quality

novomind iAGENT

A very personal approach to customer communication

novomind iAGENT

Direct access to valuable team knowledge

novomind iAGENT

Show your face – create trust

novomind iAGENT

AI-based voicebot for better accessibility

How can we take your customer service to the next level?

Want all the information at a glance? You can find it in the novomind iAGENT product flyer.

Let’s get in touch

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