Agent Assist
Deliver AI-powered conversations with human agents using Agent Assist, part of Google Cloud’s Contact Center AI.
Recommend ready-to-send responses to customers
Provide answers to customer questions from a centralized knowledge base
Transcribe calls in real-time
Benefits
Reduce costs
Give your agents the ability to handle 28% more conversations, reducing operational costs, decreasing average customer hold time, and improving your ability to handle peak traffic efficiently.
Improve CSAT
Improve customer satisfaction by 10% with consistent, high-quality responses and quicker training by learning from high-performing agents.
Respond quicker
Reduce abandoned chats with 15% quicker response time using Smart Reply and fast answers to customer inquiries drawn from a central knowledge base.
Key features
Improve customer and agent satisfaction
Recommended responses to customers
Agent Assist recommends phrases used by high-performing agents to improve the quality and consistency of customer experience.
Find answers from the knowledge base
Agents are suggested knowledge base content to solve a customer’s issue, reducing customer wait time and providing more accurate information to customers.
Live transcription for calls
Transcribe calls in real time for agents to reference during the call or for analysis after the call.
Agent Assist has been a beneficial aid to agents and our customers alike. Our customers receive prompt responses which have been tailored to provide information to make them self-sufficient but also resolve their queries.
Eugene Neale, Director of CX Engineering and Business IT, loveholidays
Documentation