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Why agent assist isn’t enough

ASAPP - What is agent assist?

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.

ASAPP - What is agent assist?
ASAPP - Why that doesn’t drive results
ASAPP - Why that doesn’t drive results

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 You’re just adding another tool and a dash of AI to your outdated system.

ASAPP - A better way to support agents

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
ASAPP - A better way to support agents

What the ASAPP CXP platform delivers that agent assist doesn’t

AI-driven automation

Automate routine tasks throughout every interaction, augmenting agent capabilities while significantly reducing workload.

Self-learning knowledge

Machine learning models continuously analyze each agent journey, examining everything they say and do, to learn what works based on your best agents.

Robust response crafting

Dynamic response assistance predicts exactly what to say (and do) to best serve customers’ needs, constantly adapting as the conversation transpires.

Real-time summary notes

Agents see detailed, automated summary notes as the interaction unfolds, for quick reference and less work afterward.

Flexible concurrency

Advanced algorithms set concurrency dynamically for each agent to maximize productivity without overwhelming them.

Agent-first system with research-driven UI

ASAPP researches exactly how agents do their job and how to improve every aspect of it, resulting in dedicated interfaces designed exclusively by and for service agents (that they’ll actually use).

Here’s what’s possible when you move beyond the rudimentary agent assist

AI-driven automation

Our platform manages routine tasks before, during, and after conversations, from collecting customer information to timing out those who drop off. By stringing together different automation capabilities, the system can eliminate increasing portions of agents’ workload, enabling them to focus on more complex issues.

Self-learning knowledge system

This AI-driven system learns from each interaction, examining what words and actions achieve the best outcomes in every scenario, to create an organic, evolving repository of knowledge. Machine learning analyzes the entire agent population to see what the best ones are doing, constantly identifying ways to improve suggestions and maximize agent efficiency—without additional work on their end.

Robust dynamic suggested responses

Get dynamically suggested responses at every turn of the conversation, based on how the interaction is currently unfolding and historical learnings. Our system dramatically cuts crafting time, supporting features such as custom response libraries for each agent, team and company, as well as multiple suggested phrases within a single message.

Continuous automated conversation summary

Agents receive detailed summary notes as the interaction takes place, not just at the end—improving the speed, amount, and quality of information captured. These notes are immediately available for the agent to edit and submit once the conversation is over, or the entire process can be automated to further reduce workload.

Flexible agent concurrency

To keep agents from being overwhelmed, advanced algorithms can dynamically set concurrency levels for each team member based on parameters such as experience, customer sentiment, and issue complexity. The model also ranks the urgency of different tasks in an agent’s queue, showing them exactly where to focus their attention.

An intuitive system that agents love

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.

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.

Ready to help every agent be their best? Contact us at ask@nullasapp.com
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