While assisted service aptly describes the human-touch component, intelligent agent engagement more accurately describes the human-touch fueled with technology to drive improved operational efficiency.
Intelligent agent engagement is about transforming complex agent desktops, a variety of channels (voice, chat, email, etc) and complex processes (troubleshooting, complicated products, regulatory) into an operationally efficient customer service experience.
While terminology may vary by vendor or industry practitioners, we can broadly describe intelligent agent engagement as encompassing:
Smart agent assistants.
Much like chatbots improved the self-service experience, we now see this same technology being applied to assist the contact center agent in managing a customer interaction. The smart agent assistant works side by side with the agent, unobtrusively, to provide proactive guidance, invoke automation sequences, answer questions for the agent, surface relevant knowledge and more. Agents are able to focus on the customer providing empathy and understanding, while the smart agent assistant focuses on the systems and processes.
Unified agent desktops.
Also called ‘agent cockpits’, ‘single view solutions’, these unified agent desktops transform complex desktop environments through a consolidated UI and enables automation of entire processes resulting in improved accuracy and dramatically reducing handle times.
Robotic Process Automation.
The key to driving operational efficiency is the ability to automate manual, error-prone and time-consuming tasks on behalf of the agent. Sometimes described as attended Robotic Process Automation (RPA), customer service RPA (CS RPA) applies the same proven automation benefits to the agent’s desktop. CSRPA works side-by-side with the agent and invoked as needed to drive efficiency and speed into the interaction.
Uniphore’s automation expertise and IP within customer service operations continues to deliver end-to-end customer service automation solutions to global enterprises helping them move further down an autonomous CX path. From guiding the contact center agents and automating their manual tasks to fully automated customer self-service solutions, Uniphore automates interactions while improving customer experience.
Supporting all channels and systems deployed in high volume contact centers to low volume call centers, Uniphore customer service automation solutions are designed to improve customer self-service and agent-assisted service. Each solution can be deployed as a standalone or incorporated as part of a suite through the Robotic Automation & AI Hub we refer to as “Interact.”
As a leader in customer service and contact center solutions, Uniphore’s award winning solutions enable organizations, all around the world, to provide the absolute highest quality of service for their customers.
[About the author] Dylon Mills is the Director of Marketing Content Strategy & Development at Uniphore. As such, Dylon’s main responsibilities are to strategize, create and deliver content for Uniphore’s product portfolio that align with the global Go-To-Market strategy, corporate positioning, and marketing campaigns. Dylon’s prior work experience includes Product Management at one of the top Fortune 500 Technology companies, Symantec Corporation. Outside of work, Dylon enjoys problem-solving and any project that includes building/tinkering with tools. Dylon holds a BS Consumer Economics from the University of Georgia.