Cloud contact centre company Talkdesk has launched its Talkdesk Agent Assist product that claims to help call centre agents with some built-in artificial intelligence features.
The new assistant uses Talkdesk’s iQ native artificial intelligence (AI). This provides information to call agents in real time. The firm said that as a customer states their needs, agents are provided answers or supporting information immediately to expedite the conversation and simplify tasks.
It pulls in information from a knowledge base or CRM as a suggested action in real-time. It claimed this would significantly reduce handle time and improve customer experience. Additionally, information captured within the agent interface can be automatically added to account profiles or work item tickets, within the CRM, without any additional agent effort.
Rather than using third-party technology, Talkdesk Agent Assist is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing.
“Giving agents next best actions in real-time and removing the burden of tedious data entry will allow them to stay focused on the customer, instead of worrying about the technology,” said Dale Sturgill, vice president of contact center operations at EmployBridge, in a statement. “We see Talkdesk Agent Assist as a game-changer for achieving our goal to reduce agent and customer effort while driving customer satisfaction.”
In an interview with UC Today, Cathal McGloin, CEO of ServisBOT, said that AI, such as the Talkdesk solution, is playing an increasing role in enabling contact centre agents to respond with more accurate knowledge at speed.
“However, the true value of conversational AI is in transforming the traditional contact centre"
"The power of natural language solutions and chatbots has matured to levels where bots can handle many of the routine requests in the contact centre, and can do so with increasing context, across multiple channels, 24/7,” he said.