Dialogorientierte KI-Agenten
Geben Sie Ihren Kunden, was sie wollen – eine KI, die bei allen CX-Anwendungsfällen auf allen Kanälen zuhört, versteht und handelt.
Copilots for Agent Assist
Double Agent Capacity with Real-Time AI Agent Assist
Copilots for Agent Assist deliver context at the start of every interaction, provides in-the-moment coaching, and acts on the agent’s behalf – enabling your agents to spend more of their time on the customer.
Saved
$9M
A bank reduced average handle time by providing 4,500 agents with in-the-moment knowledge.
How Copilots for Agent Assist deliver stronger, faster, measurable business outcomes
Support agents before, during, and after every call
Coach agents in the moment
Agentic Coaching guides agents in real time based on how customers speak and what they are saying. It surfaces the next best action and the right answer from your approved knowledge sources during live interactions, with no additional authoring required and without disrupting the agent. Agents strengthen relationships and improve call handling, while front-line leaders get real-time insight into what is happening on the floor.
Automate after-call work
Utilita cuts average call length by 35 seconds with Wrap Up
Key abilities for improved agent efficiency
Upskill your agents
Improve workflows, deliver context from prior interactions, and give next steps so every agent is your best agent.
Deliver the right knowledge
AI agents surface the right answers from across approved knowledge sources.
Resolve issues faster
Deliver the right prompts and guidance to the agent in real time to improve handle time and eliminate delays.
Automate the entire customer interaction
Erzielen Sie schnell messbar bessere Ergebnisse
Verwandte Lösungen
Channel-Automation
Eine Omnichannel-Arbeitsoberfläche für Agenten zur Steigerung ihrer Kapazität mit KI-gestützten Workflows.
Agent Factory
Move from isolated AI experiments to coordinated, production-ready AI workflows.
Verwandte Ressourcen
Häufig gestellte Fragen
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.
Die wichtigsten Bots sind:
- 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.
Diese Tools verkürzen die durchschnittliche Bearbeitungszeit, steigern die Produktivität und erhöhen die Kundenzufriedenheit, ohne vorhandene Arbeitsabläufe zu stören.
Copilots for Agent Assist streamline operations by automating repetitive tasks and integrating seamlessly into existing systems.
Zum Beispiel:
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.
Diese Tools befreien Agenten von manueller Arbeit. So können sie sich auf komplexe Kundenbedürfnisse konzentrieren. Gleichzeitig steigt die Effizienz und die Kosten sinken.
Kundenservice-Workflows können mit spezialisierten Bots automatisiert werden, darunter der:
- 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.
Zusammen können diese Bots die Bearbeitungszeit von Anrufen halbieren und die Kapazität der Agenten verdoppeln, was messbaren ROI liefert und die CX verbessert.