AgentAssist: AI Platform for Contact Centers

Key Features

• Automated QA

  Scores 100% of interactions using customizable scorecards and provides scoring rationale.

• Conversation Analytics

  Includes a search engine with over 20 filters to extract trends and insights from transcribed conversations.

• Real-Time Assist

  Provides contextual prompts to agents during live calls to support productivity.

• Call Summarization

  Generates summaries of calls to reduce the need for manual post-call notes by agents.

• Sentiment Analytics

  Tracks customer emotions and how they trend throughout the duration of a call.

• Case Management

  Flags specific calls and creates cases for review based on compliance, fraud, or risk alerts.

Use Cases

• Quality Assurance Automation

  Using automated scorecards to evaluate all customer interactions instead of manual sampling.

• Compliance and Risk Monitoring

  Setting up alerts and notifications to identify and review calls related to fraud or regulatory policies.

• Agent Performance Coaching

  Conducting 1:1 coaching sessions using data from the agent portal and interaction analytics.

• Customer Insight Extraction

  Analyzing call classifications to understand the primary reasons customers are contacting the support center.

FAQ

What does AgentAssist do for contact centers?

It uses generative AI to provide conversation analytics, automated QA scoring for 100% of calls, real-time agent prompts, and automated call summarization.

Who is the target audience for AgentAssist?

The platform is designed for customer support teams, contact centers, and BPO companies.

Can AgentAssist help with regulatory compliance?

Yes, it includes features for risk and compliance mitigation, such as alerts, notifications, and a case management system for reviewing flagged calls.