Make human agents twice as efficient
Next to full AI customer service automation, we also help your human agents perform better with personalised suggested answers to incoming queries. Imagine: your best agents, but twice as efficient and twice as accurate.
There’s a limit to how fast human agents can look up information
And with higher workloads, you’ll see higher error rates. AI doesn’t have these problems. Let our Agent Assist tool give your agents suggested answers to double their efficiency and cut the number of mistakes they make in half.
Give agents instant access to information
AI ensures all the information your agents need is readily available, allowing them to focus on helping customers.
-30% time spent per ticket
Reduce the amount of time spent per support ticket by 30% with AI-assisted support.
Cut support errors by 50%
Cut your support agents’ response errors by up to 50% using AI guidance.
Never overlook essential information
Agent Assist knows everything there is to know about your business, and uses it to inform your support reps.
Get suggested responses with Agent Assist
Advanced natural language processing algorithms help automatically generate suggested responses for agents.
Track used and unused responses
Use agent feedback to find knowledge gaps. This lets you improve Agent Assist over time.
Automate actions only after agent confirmation
Agent Assist suggests actions. After agent confirmation it takes the action and suggests a final message.
Full transparency into how the AI operates
See the AI’s “thought processes” in real-time. Instead of AI being a black-box, use these insights to improve performance.
Step 1
Hook up your current support stack and knowledge base to start suggesting highly relevant answers to your agents.
Step 2
Instruct your AI on how to deal with business specific scenarios in our AI workflow builder to take your agent efficiency to the next level
Step 3
Connect Agent Assist to your systems to that it can read information from your systems but also take actions after human agent confirmation.
Step 4
Get insights into the relevancy of the AI's answers and keep improving it's quality based on human feedback.
Step 5
Take your efficiency to the next level by identifying topics that you can confidently automate.
FAQs
Here are some of the most frequently asked questions we get about using AI tools like Agent Assist to make human support agents more efficient.
Still have a question? Make sure to reach out to our team of CX and AI customer service automation experts. We’re here to help.
The AI can only take actions based on the policies you define in our platform. This ensures that the AI operates strictly within the rules and workflows you’ve set. By managing these policies, you have full control over when and how the AI acts, ensuring it only takes action when it has followed the correct, predefined guidelines.
Using Agent Assist lets your human agents work faster, spend less time on repetitive tasks, and do more fulfilling work. At the end of the day, this is going to ensure you minimise turnover of your human agents.
We integrate with many of the leading customer service platforms out there. If yours is not shown on our website, we might still have it or build it for you.
Yes. With Agent Assist, first line agents will have more knowledge so they will not have to forward all requests to the second line team anymore.
Absolutely. At Engaige, we take GDPR compliance very seriously. Protecting customer data and privacy is a top priority. We ensure that personal data is handled with care and in full compliance with GDPR regulations, offering features like data deletion and PII scrubbing to give businesses confidence that sensitive information is safeguarded and managed responsibly.
