Smart Assist leverages AI-driven technology to offer valuable insights and support to agents, enabling them to resolve cases more efficiently while maintaining resolution quality. Based on the ongoing case conversation between the brand and the customer, Smart Assist provides the following assistance to agents:

Similar Cases: Smart Assist recommends similar cases that agents can reference to gain insights into how similar issues were previously resolved. This helps agents to quickly understand patterns, best practices, and potential solutions, accelerating the case resolution process.

For example, an agent receives a customer query regarding a product return. Smart Assist recommends similar cases where previous agents successfully resolved similar return-related issues. The agent can review these cases to understand the steps taken, best practices, and potential solutions, enabling them to provide a prompt and accurate resolution.

Knowledge Base Articles: Smart Assist suggests relevant knowledge base articles that contain information and solutions related to the customer's query. Agents can access these articles to access detailed instructions or explanations, ensuring accurate and consistent responses.

For example, a customer contacts support with a technical question about setting up a new device. Smart Assist suggests relevant knowledge base articles that provide detailed instructions on device setup, troubleshooting steps, and common issues. The agent can quickly access these articles to provide accurate guidance, ensuring a consistent and reliable response.

Guided Workflows: Smart Assist presents agents with guided workflows that provide step-by-step instructions to handle specific processes or issue resolution. Agents can follow these workflows to ensure a standardized and effective approach to case resolution.

For example, an agent receives a customer inquiry about canceling a subscription. Smart Assist presents a guided workflow specifically designed for subscription cancellation. The workflow provides step-by-step instructions on verifying the customer's details, confirming the cancellation request, and handling any associated refund processes. The agent can follow the workflow to ensure a standardized and effective approach to resolving the customer's query.

By utilizing Smart Assist, agents can benefit in the following ways:

Faster Case Resolution: Smart Assist's recommendations enable agents to access relevant information quickly, allowing them to address customer queries and issues more efficiently. This reduces the average handling time per case and improves overall productivity.

Consistency and Quality: With access to similar cases, knowledge base articles, and guided workflows, agents can consistently provide accurate and high-quality responses to customers. This ensures a consistent customer experience and minimizes the risk of errors or inconsistent information.

Agent Empowerment: Smart Assist empowers agents by equipping them with relevant resources and guidance. This boosts agent confidence and enables them to handle a wide range of customer inquiries effectively, even in complex or unfamiliar scenarios.

Onboarding Support: During the onboarding process, new agents can rely on Smart Assist to receive contextual recommendations and suggestions tailored to their specific cases. By leveraging these insights, new agents can ramp up their performance more rapidly and deliver quality support from the beginning.