Immediate and accurate responses to customer queries are key to higher customer satisfaction. Comm100 Agent Assist can provide automated and just-in-time assistance for agents to help them deliver excellent customer service. When agents are working on chats and tickets, Agent Assist offers accurate and timely suggestions, eliminating time-consuming manual data search and app switching. By leveraging Generative AI's capability and internal resources such as Knowledge Base articles and canned messages, Agent Assist enables agents to send well-informed answers within an ideal period of time.  

Comm100 Agent Assist Suggestions feature enhances both customer and agent experience in the following aspects:

• Improved agent efficiency: Agents are provided with immediate access to essential data and tools, so that they can send quality answers to customers in reduced response time.
• Increased first contact resolution rate: Agent Assist improves agents' ability to resolve customer issues at first interaction by presenting them with the best possible solution and essential tools they need.
• Increased customer satisfaction: Agent Assist frees agents up from time-consuming tasks to focus on more complex issues, allowing them to deliver personalized customer service even at high chat volume. 
• Reduced operational costs: Higher efficiency brings about direct cost savings, and also allows for the reallocation of resources towards innovation and workflow improvement. 

Agent Assist Workflow

When Agent Assist Suggestions is enabled, Agent Assist operates side by side with agents when a customer reaches out through Live Chat or Ticketing & Messaging channels. Comm100 Agent Assist can provide pre-defined answer suggestions by finding answers from the built knowledge resources including knowledge base articles, canned messages and Chatbot intents, and can also generate an original suggestion using AI Chatbot's Generative Answer resources. 

The working mechanism for finding a prebuilt answer suggestion and generating an answer differs. 

• To find an answer suggestion from pre-built resources, Agent Assist captures and analyzes customer input in real-time, using artificial intelligence and natural language understanding algorithms to identify customer intent. Agent Assist identifies customer intent using its help resources containing similar questions and synonyms of different keywords, then provide the help resources with the highest confidence score. 
  • For Public canned messages and Knowledge Base articles, Agent Assist provides answer suggestions by matching visitors' questions with the Similar questions defined for each canned message or article.
    
  • For AI Chatbots, Agent Assist provides answer suggestions by matching visitors' questions with the Intent questions.
    
• To generate an original answer suggestion, Agent Assist uses the assigned AI Chatbot's Generative Answers capability. AI Chatbot's Generative Answers are generated through deep learning and analysis of the extensive information sources you provide using Large Language Models (LLMs).

Set Up Agent Assist

To get Agent Assist live on your site, you need to enable the feature and complete basic settings such as assigning answer sources for it. To optimize Agent Assist's potential, you need to enrich its knowledge sources and train it continuously to help it evolve with your business requirements.

You can set up your Agent Assist in the following ways:

• Choose Public canned messages, Knowledge Base articles, and AI Chatbots as answer sources for Agent Assist.
• Define the number of suggestions and the minimum confidence score for the suggestions to be displayed.
• Maintain a repository of keywords and synonyms to help Agent Assist recognize more variations of phrases. 
• Train Agent Assist using unrecognized questions to help it become smarter. To learn more about how to train Agent Assist with new questions, see this article.

To learn more about how to set up Agent Assist, see this article.

Use Agent Assist

After Agent Assist is enabled and properly set up, agents can see suggestions automatically appears when handling a chat or a ticket. They can choose an answer suggestion, or let Agent Assist to generate one.

To learn more about how to use Agent Assist suggestions, see this article.