Copilots for Agent Assist

AI agent assist software is technology that supports human contact center agents before, during, and after customer interactions. It uses AI to understand the conversation as it happens and surface the right help at the right moment. Instead of searching knowledge bases or following static scripts, agents receive relevant answers, next-best-action prompts, and compliance reminders automatically. AI agent assist software can also take time-consuming work off the agent’s plate entirely, summarizing calls, completing after-call work, preserving crucial context during transfers, and resolving routine transactions on the agent’s behalf. The result is faster, more consistent interactions and increased capacity for every agent, from new hires to seasoned experts.

Real-time agent guidance is in-the-moment coaching delivered to agents while they’re speaking with customers, not after the interaction is over. Real-time agent coaching solutions like Verint Agentic Coaching not only use autonomous AI to analyze live conversations and deliver context-aware recommendations, they also surface knowledge and initiates actions directly within the same workflow.

Traditional coaching relies on reviewing a small sample of calls, only to surface insights days or even weeks later. Real-time agent guidance tools help agents correct course while there’s still time to improve the outcome. That makes it especially valuable for ramping up new agents, maintaining compliance, and delivering a consistent customer experience across every interaction.

Verint Copilots for Agent Assist help contact centers handle more interactions with greater consistency by automating the manual work that slows agents down – and delivering real-time, context-aware guidance in the moments in that matter most for CX. Purpose-built AI agents automate and accelerate specific agent tasks, and together they reduce effort across the entire interaction. Key benefits include:

• Lower handle time: Agents get relevant knowledge surfaced automatically instead of searching for it.
• Less after-call work: Copilots generate summaries and complete wrap-up tasks automatically.
• Smoother transfers: Context carries across handoffs, so customers don’t have to repeat themselves.
• Better performance: Real-time coaching and guidance improve quality and compliance on every call.
• Faster ramp-up: New agents perform with confidence sooner, with guidance built into their workflow.

Because the copilots work within your existing contact center environment, you can achieve these outcomes without replacing your current systems.

Organizations can improve agent performance by leveraging AI-powered Copilots for Agent Assist that provide real-time guidance and automation.

Key capabilities include:

• Coaching: Offers in-the-moment guidance and next-best-action suggestions to help agents perform like top performers.
• Wrap Up: Uses generative AI to automate call summarizations, freeing up agents’ time and improving consistency.

These tools reduce average handle time, boost productivity, and enhance customer satisfaction without disrupting existing workflows.

Copilots for Agent Assist streamline operations by automating repetitive tasks and integrating seamlessly into existing systems.

Examples include:

Uses AI to analyze context gathered from multiple sources to ensure the right outcome for any interaction (i.e. routing to an agent, scheduling a callback, sending an SMS etc.)

• Automates after-call work with AI-generated summaries, reducing after call work.
• Uses context from third-party applications and systems of record to provide information, complete tasks, and work autonomously on behalf of the agent.

These tools free agents from manual tasks, allowing them to focus on complex customer needs while improving efficiency and reducing costs.

Automation of customer support workflows is achieved through specialized bots that target specific tasks, including:

• Automates routing and ensures agents receive complete context of the prior interactions.
• Generates accurate call summaries, cutting after-call work by up to 60 seconds.
• Provides real-time coaching during calls to improve outcomes.

Together, these bots can halve call handling times and double agent capacity, delivering measurable ROI and better customer experiences.