Best agent assist solutions for support teams going live
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Bella Williams - 10 min read
The transition from training to live customer interactions can be daunting for new support agents. Many organizations face challenges such as high attrition rates, inconsistent service quality, and the overwhelming pressure on supervisors to provide adequate support. This is where agent assist solutions come into play, offering real-time support to help agents navigate their early days on the job. By leveraging AI technology, these tools can bridge the gap between classroom training and live customer interactions, ensuring a smoother onboarding experience and ultimately leading to better customer satisfaction.
The Training-to-Floor Gap
The universal challenge for support teams is that while agents may grasp concepts during training, applying them in real-life scenarios can be a struggle. Time pressure, performance anxiety, and the complexity of customer interactions can create a significant gap between knowledge and execution. This gap not only leads to costly attrition but also results in quality issues and supervisor burnout.
Real-time agent assist technology addresses these challenges by providing agents with immediate access to relevant information, scripts, and guidance during live calls. This support helps agents feel more confident and capable, reducing the likelihood of errors and enhancing the overall customer experience.
How Real-Time Agent Assist Works
Core Technology Components
Live Call Intelligence:
- Real-time speech-to-text transcription of customer and agent conversations.
- AI-powered context analysis to understand customer intent, emotional state, and conversation progress.
- Dynamic guidance display presenting relevant information, scripts, objection responses, or compliance reminders on the agent's screen during calls.
- Knowledge base integration that surfaces product information, policy details, or troubleshooting steps based on conversation context.
In-Call Support for New Agents:
- Next best action recommendations appear as the customer speaks.
- Scripts and talk tracks surface for common scenarios agents haven't mastered yet.
- Product details auto-populate based on customer questions, eliminating hold times and knowledge searches.
- Compliance reminders trigger before critical disclosures to prevent violations.
- De-escalation tactics appear when the system detects customer frustration.
Supervisor Amplification:
- One supervisor can monitor 10-15+ nesting agents simultaneously via a real-time dashboard.
- Real-time alerts when agents struggle or deviate from protocol, enabling targeted intervention.
- Instant message coaching without interrupting the customer call or revealing support to the customer.
- Performance dashboard shows which agents need intervention and which are succeeding.
- Automated quality scoring reduces manual review burden while maintaining consistency.
Best Agent Assist Solutions for Support Teams Going Live
When it comes to selecting the best agent assist solutions for your support teams, several factors should be considered, including real-time guidance capabilities, integration options, and user-friendliness. Below is a comparison of some leading platforms in the market:
| Tool | Real-Time Guidance | Integration Options | User-Friendliness | Pricing Model |
|---|---|---|---|---|
| Insight7 | Yes | CRM, Knowledge Base | High | Subscription |
| Zendesk | Yes | CRM, Help Desk | Medium | Subscription |
| Salesforce Service Cloud | Yes | CRM, Knowledge Base | Medium | Subscription |
| Freshdesk | Yes | CRM, Help Desk | High | Subscription |
| Intercom | Yes | CRM, Help Desk | High | Subscription |
Key Features to Look For
- Real-Time Transcription: Ensure the tool can accurately transcribe conversations to provide context-aware suggestions.
- AI-Powered Recommendations: Look for systems that offer next best action prompts based on customer interactions.
- Compliance Monitoring: Choose solutions that help maintain compliance by reminding agents of critical disclosures.
- Performance Analytics: Opt for tools that provide insights into agent performance and customer satisfaction metrics.
Implementation of Agent Assist Solutions
Preparation:
- Technology Configuration: Organize the knowledge base by call type and complexity level, and create a script library with dynamic branching logic.
- Agent Training: Familiarize agents with the screen layout and guidance interpretation, building trust in the technology.
Execution:
- Pilot Program: Start with a limited rollout involving experienced agents to gather feedback on usability and accuracy.
- Full Deployment: Once the pilot is successful, expand the use of the agent assist tool across the support team.
Evaluation:
- Monitor Performance: Regularly track key metrics such as average handle time, first call resolution, and compliance rates.
- Gather Feedback: Collect agent feedback to identify areas for improvement and adjust the system accordingly.
Iteration & Improvement:
- Refine Algorithms: Adjust guidance algorithms based on performance data to enhance the relevance of suggestions.
- Continuous Training: Provide ongoing training sessions to ensure agents are comfortable using the technology and can maximize its benefits.
Frequently Asked Questions
Q: Will agents become dependent on agent assist and never develop true skills?
A: No, the system is designed to gradually reduce support, ensuring agents develop competence while benefiting from real-time guidance.
Q: How does agent assist work for remote/virtual nesting programs?
A: Agent assist provides supervisors with real-time monitoring capabilities, allowing for effective support regardless of the agents' locations.
Q: Can agent assist replace supervisors during nesting?
A: No, it amplifies supervisor capabilities, allowing them to focus on higher-value activities while the technology handles routine guidance.
Q: How quickly can we implement agent assist for an upcoming training class?
A: Typical deployment takes 4-6 weeks, allowing for proper configuration and training to ensure effective use.
Q: What happens to agent assist after nesting ends?
A: It continues to provide value by supporting agents in unfamiliar scenarios and reinforcing compliance throughout their tenure.
By implementing a robust agent assist solution, support teams can significantly enhance their efficiency and effectiveness, leading to improved customer satisfaction and reduced attrition rates. The right technology not only empowers agents but also supports supervisors, creating a more cohesive and productive work environment.
