Agent Assist FAQ

Agent Assist, as the name suggests, is a tool that enables your support agents to make the most of their time and abilities. 

Agent Assist can be used to automatically address basic customer queries and tasks like appointment booking, without the need for human intervention. This frees up your support representatives to address more complex and pressing customer queries and grievances. This also minimizes the time that your valued customers need to wait before they get to speak or interact with a support agent. 

Conversations that can’t be addressed with automated replies can be routed to agents on autopilot. Using user and agent binding, you can ensure that your customers are delighted with a consistent support experience every time they contact your support center

Agent Assist can also be used to manage incoming calls by setting up waiting areas or better yet, with custom standard responses. Finally, Agent Assist can provide managers with valuable productivity insights regarding incoming and outgoing calls in real time. This way, managers can make informed decisions that further improve the experience of customers seeking support.

Overall, Agent Assist doesn’t just improve productivity, it also improves the quality of your customer’s support experience by making it more consistent, quick, and intelligent.

Agent Assist offers many features, like:

  • Configurable APIs and integrations with leading business softwares like Zoho, Zendesk and more
  • Advanced reporting capabilities that offer insights that you can use to improve the support experience you offer
  • Chat routing features can be used to connect customers with the right agents, and customers can be mapped to specific departments or specific agents

Besides these, Agent Assist also comes loaded with a number of productivity tools like waiting area, chat concurrency limits, history tracking, tagging, and custom standardized auto-responses.

Our solutions can integrate with a variety of CRMs, helpdesks, and databases like Zendesk, Zoho, Leadsquared, SugarCRM, and many others. We also support 30+ messaging channels.

Yes, call routing is easy and smart with Agent Assist. Not only can specific customers be automatically mapped to certain departments, but you can also map customers with specific agents. This way, if a customer has had a positive support experience with a specific agent, they can be referred to the same agent the next time they come seeking support. This allows your business to provide your customers with a consistently delightful support experience.