AGENT ASSIST SOFTWARE

An agent assist software is a customer service solution that helps agents support customers more efficiently, utilizing the best available resources and ensuring greater compliance.  

The best agent assist solutions combine AI, automations, and human inputs to speed up query resolution in contact centers by up to 50% through:   

• AI-powered smart or pre-set responses with built-in compliance monitoring that flags conversations when they violate org policies 
• Auto CSAT predictions during interactions that offer relevant agent nudges for the next-best actions and trigger supervisor alerts if queries linger or require higher level of attention 
• Task automations via guided workflows for regular cases, instant case summaries, and post-call dispositions.

An agent assist software weaves into every customer interaction and uplifts agent performance and customer outcomes in the following ways:  

• Real-time guidance suggests pre-approved and AI-powered responses, in-line compliance alerts, and suggestions for the next-best actions. 
• Knowledge discovery automatically surfaces customer insights mid-conversation, pulling up similar resolved cases, relevant knowledge base articles, and guided workflows.  
• Supervisor intervention detects sentiment or CSAT dips and alerts supervisors to join conversations. 
• Task automation generates auto summaries, pre-fills call dispositions, and automates after-call work using built-in generative AI.
• Real-time compliance monitoring helps agents stay on track by flagging policy violations and suggesting brand-compliant replies.

Here are some reasons why more enterprise contact centers are adopting AI-powered agent assist:  

• It benefits both agents and customers alike. Agents can radically enhance their productivity, while customer experiences are also significantly improved. 
• It reduces first call resolution (FCR), average handle time (AHT), and average speed of answer (ASA) rates by automating mundane tasks with contextual recommendations, smart and canned responses, guided workflows, etc. 
• Real-time customer context empowers agents to deliver the best support, which reduces costly errors and improves CSAT, NPS, and customer effort score (CES). 
• AI-powered agent assist helps maintain brand compliance and high standards of service through real-time supervisor alerts, faster and easier post-call workflows, auto case summarization, and AI-powered compliance management.

These contact center functions benefit most from an AI-powered agent assist software:  

• Customer support – Provides real-time prompts, next-best actions, and sentiment alerts, helping resolve issues faster 
• Technical support – Surfaces similar resolved cases and knowledge base articles for executing complex troubleshooting in minutes 
• Sales and retention – Suggests contextual cross-sell/upsell recommendations during live calls or chats 
• Quality and compliance – Flags policy violations, ensures responses meet brand standards, and automates call summaries 
• Supervisor operations – Sends alerts when conversations need intervention, and enables real-time coaching without affecting the quality of customer service  
• After-call work (ACW) – Automates summaries, dispositions, and follow-up actions, reducing handle time.

Enterprises with geographically dispersed teams should pick their agent assist software with these parameters in mind:

1. Native AI capabilities - to analyze conversations while accounting for past cases to offer accurate smart/canned responses, next-best actions, customer insights, and compliance alerts  
2. Knowledge base and contextual integration - to provide or route customers to the best resources instantly 
3. Guided workflows and auto-summarization - to ensure agents navigate recurring critical cases with accuracy and compliance, while auto-generating post-case summaries
4. AI-powered post-call workflow - so agents don't spend time filling forms or databases, letting AI detect and auto-fill case dispositions
5. Real-time supervisor intervention - to alert or route critical cases to a manager or supervisor, so that support integrity and quality is maintained while resolving queries at scale
6. Actionable insights - to monitor CSAT and customer sentiment in real time and proactively steer conversations towards satisfying resolutions.

Yes. AI-powered agent assist software like Sprinklr Agent Assist adapts to: 

• Agent skill level – Offers guided workflows for new agents, advanced suggestions for experienced ones 
• Industry context – Surfaces industry-specific knowledge base content, terminology, and compliance checks in real time 
• Use case – Customizes prompts, workflows, and AI suggestions for sales, support, or technical queries 
• Multilingual needs – Supports global teams with language detection and real-time translation 
• Compliance requirements – Aligns smart responses with sector-specific regulations.

Yes. Sprinklr's Agent Assist software is a part of our unified, omnichannel customer service platform called Sprinklr Service.

As a result, Agent Assist weaves into every channel Sprinklr Service supports, providing real-time guidance, automation, and compliance across 30+ channels, including voice, chat, email, social media, and chatbots.

Yes. Agent Assist is natively embedded into Sprinklr's Unified Agent Desktop, so agents get real-time guidance without switching tools.

It's also integrated with Sprinklr's Knowledge Base, enabling: 

• Instant supply of relevant help resources and similar resolved cases 
• Guided workflows triggered by conversation context 
• Smart response suggestions pulled from approved knowledge base content 
• Automatic updates to dispositions and case records within the same workspace.

Sprinklr Agent Assist is powered by AI and Agent Copilot to ensure effective human-AI collaboration. Here's how Sprinklr helps build agent trust through AI:

• Vertical and transparent AI - Sprinklr AI is trained on 750+ pre-built models spanning 60+ verticals, so it "speaks” the customer's language. It also shows why a suggestion is made, including the source (KB article, past case, policy).
• Human intervention - Agents can accept, modify, or reject Agent Copilot prompts across any supported channel, anytime.
• AI-powered brand and compliance alignment - Sprinklr Agent Assist draws suggestions from approved, up-to-date knowledge bases, with agent and supervisor alerts when critical metrics like sentiment or CSAT scores tank.
• Contextual accuracy - Agent Copilot and Sprinklr AI recommendations are tailored to the conversation, channel, and customer history for relevant support.
• Continuous learning – Both Sprinklr AI and Agent Copilot improve accuracy over time based on agent feedback.

1. Unified platform for seamless workflows - It combines agent assist, omnichannel routing, knowledge management, quality monitoring, and reporting into one platform.   
2. Lower total cost of ownership to make contact centers a profit center - Eliminates the need for multiple licenses, integrations, and vendor management. See how this Middle Eastern fashion retailer saved $8,000/month in tech costs with Sprinklr.
3. Consistent experience for uniform service quality, everywhere - Same human + AI capabilities across voice, chat, email, social, and messaging channels
4. Enterprise scalability for global ops, minus the performance drops - Handles high volumes, multilingual teams, and complex workflows without separate tools 
5. Future-ready AI for staying ahead of time – Provides continuous upgrades to AI models, compliance features, and workflow automation 
6. Cross-team insights for data-driven decisions - Shared data and analytics across service, sales, and marketing improve decision-making.