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
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.
GenAI-based assistant
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.
As well as improving user experience, using novomind Agent Assist reduces average handling time (AHT) and improves service quality.
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.
Agents can use the integrated custom app to conveniently search for customers, retrieve relevant master data and order details, together with other information.
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.
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.
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.
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