2023年4月20日

科萊分享。ai,世界領先的企業會話ai平台和解決方案提供商宣布的集成與智能虛擬助理的會話AgentAssist (IVA)自動化,公司支持。這個人工智能虛擬助理呼叫中心代理擴展Zendesk支持的功能在數字頻道管理領導一代和銷售流程通過會話的用戶體驗。Kore.ai一個gentAssist Improves Call Center Agent Accuracy and Productivity At the start of a conversation on any channel, AgentAssist can look up customer information from CRMs and other third-party systems and provide call center agents with context based on customer goals. The launch of AgentAssist for Zendesk Support will decrease average handling time and increase contact center productivity via agent automation assistance, real time customer information, next-best-action suggestions, and automated case summaries. Kore.ai IVAs recognize user intent, sentiment and tone through natural language understanding and contextual intelligence. AgentAssist provides next-best-action prompts to agents based on the intent detected or the stage of a conversation. The actions include buttons to trigger API calls, launch applications, or trigger a robotic process automation (RPA). AgentAssist can even carry out the needed transactions with customer accounts and CRM databases to enable seamless fulfillment of actions and automation. What This Means for Customer Service Contact Centers The AgentAssist integration for Zendesk Support allows contact center agents to respond to customers with greater speed and accuracy. This results in tangible benefits for businesses, namely dramatic cost savings, with agent assistance technology expected to save businesses up to $80 billion by 2026, according to Gartner. Related Posts AgentAssist can perform common tasks and transactions like balance transfers, book appointments, schedule field service, update policies, gather relevant customer information, and find and retrieve information from multiple systems. By automating these tasks with AgentAssist, live agents will save valuable time and are able to focus on high value interactions such as upselling or cross-selling. Enterprise CRM and Back-End System Integration Delivers Access to Relevant Information AgentAssist can easily integrate with enterprise CRM and other backend systems, launch applications for the agent, run RPA flows, and provide automated conversational suggestions to agents based on customer conversation history and intent. Key Features of the Kore.ai Intelligent Virtual Assistant Platform Leading Natural Language Processing (NLP) that yields the highest accuracy in measuring customer intent Summarize customer conversations to speed up post-call wrap up and record keeping Support for 100+ languages PR Newswire, a Cision company, is the premier global provider of multimedia platforms and distribution that marketers, corporate communicators, sustainability officers, public affairs and investor relations officers leverage to engage key audiences. Having pioneered the commercial news distribution industry over 60 years ago, PR Newswire today provides end-to-end solutions to produce, optimize and target content -- and then distribute and measure results. Combining the world's largest multi-channel, multi-cultural content distribution and optimization network with comprehensive workflow tools and platforms, PR Newswire powers the stories of organizations around the world. PR Newswire serves tens of thousands of clients from offices in the Americas, Europe, Middle East, Africa and Asia-Pacific regions. Prev Post