What is agent assist?
Most vendors use “agent assist” to describe a feature that takes the intent of a call and returns information to help answer that request. This is typically delivered as a suggested response or knowledge base article, using a combination of basic machine learning and lots of manual scripting.
Why that doesn’t drive results
All this “agent assist” really does is save agents search time. While useful to some degree, automating this small portion of the workflow won’t have a significant impact on agent productivity. You’re just adding another tool and a dash of AI to your outdated system.
A better way to support agents
For radical performance gains, you need capabilities built on AI from the ground up—designed specifically to support agents at each turn of every interaction. The ASAPP suite of AI services and applications:
- Help agents accomplish tasks in the most efficient way possible, automating processes to reduce workload
- Actively learn from agent words and actions to predict the best way to handle any intent—without relying on manual scripting or heavy administration
- Integrate sophisticated AI into every aspect of the agent’s workflow to dramatically boost productivity
Empower your agents to be their best with ASAPP
Our goal at ASAPP is to elevate human performance by applying AI innovations to every step of the Agent Journey™. Learn what’s possible when you support your agents with services built from the ground up on AI Native® technology.