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 You’re just adding another tool and a dash of AI to your outdated system.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 a platform built on AI from the ground up—designed specifically to support agents at each turn of every interaction. The ASAPP CXP platform:
- Actively learns from agent words and actions to predict the best way to handle any intent—without relying on manual scripting or heavy administration
- Helps agents accomplish tasks in the most efficient way possible, automating processes to reduce workload
- Integrates sophisticated AI into every aspect of the agent’s workflow to dramatically boost productivity
Empower your agents to be their best with ASAPP
Our platform was designed from the start with agents in mind, informed by leading UX and AI research. The system provides personalized support at every stage of customer interactions, continually refining to deliver the best experience possible for frontline teams.