Agent Assist includes a range of capabilities designed to enhance the efficiency and effectiveness of customer service representatives, leading to real-time case resolution. Some of these capabilities include:

AI-Powered Agent Assist

These features leverage AI technology to provide intelligent recommendations and suggestions to agents during customer interactions.

• Smart Responses: AI suggests suitable responses to agents based on past interactions, enabling quicker and more accurate replies.

• Smart Compose: AI-driven text prediction provides suggestions to agents for faster response composition.

• CSAT Prediction: AI algorithms analyze customer interactions to predict customer satisfaction levels (CSAT) based on various factors, allowing agents to proactively address potential issues.

• Agent Nudges: This capability provides real-time guidance and prompts to agents during conversations, ensuring they follow best practices, adhere to compliance guidelines, and provide accurate and helpful responses.

• Response Compliance: Agent Assist helps ensure compliance with predefined rules and regulations by flagging any potential violations in agent responses and offering corrective suggestions.

• Smart Assist: Smart Assist is a feature that suggests agents relevant knowledge base articles, previously solved similar cases, and step-by-step guided workflows. It ensures consistency and accuracy in handling customer inquiries by providing agents with the necessary resources for specific processes or issue resolution.

• Smart Paraphraser: This feature leverages AI technology to assist agents in paraphrasing or rephrasing their responses. By analyzing the context and content of customer inquiries, the Smart Paraphraser suggests alternative phrasings or expressions that agents can use to convey the same meaning.

Other Agent Assist Capabilities

• Co-browsing: Agents can view and navigate the customer's web page or screen in real time, assisting them with troubleshooting or providing guidance.

• Appointment Booking: Agents can schedule appointments or manage bookings seamlessly within the ongoing customer interaction.

• Video Call: This capability enables agents to engage in video calls with customers, facilitating more personalized and interactive support.

Sprinklr AI+

Agent Assist also utilizes Sprinklr AI+ features integrated with OpenAI's generative AI. This integration allows agents to instantly generate case summaries of text-based conversations upon request, saving time and effort. Furthermore, the AI assists agents by offering support in response configuration, including expanding text for more detailed responses, analyzing tonality for appropriate language use, translating messages for multilingual interactions, and improving grammar and paraphrasing for better communication.

By harnessing these capabilities, Agent Assist empowers customer service representatives to address inquiries effectively, deliver high-quality responses, and enhance overall customer satisfaction.