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The integration of a comprehensive knowledge base with Odigo’s agent assist technology enables agents to quickly access the information they need, leading to faster resolution times and improved first contact resolution (FCR) rates.
AI-powered insights provided by Odigo’s technology facilitate ongoing training and coaching, helping agents improve their handling of complex queries and enhancing overall service quality.
Through real-time assistance and AI tools, Odigo’s agent assist technology streamlines customer interactions, reducing the average handling time (AHT) and boosting contact centre efficiency.
By systematically summarising all customer interactions, Odigo’s technology ensures consistency in data capture while aligning with corporate standards and expectations, fostering reliable data analysis and decision-making processes across the organisation.
Agents can swiftly navigate through documents to find precise answers, transforming the document search experience with a GenAI solution that generates sourced answers efficiently.
Free agents from notetaking and data entry with automatic key information extraction, providing real-time recommendations for process follow-ups and sales strategies.
Maximise each interaction with auto-generated summaries that outline key sentiments, synthesise the conversation, and list the next steps to be taken.
Orchestrate your interactions with customers on any voice or digital channel.
Discover how 30+ years of experience in managing vocal journeys through interactive voice recognition (IVR), augmented with natural language processing (NLP), can streamline your automation-based qualification process.
Our 24+ years of natural language understanding (NLU) experience drive AI innovations that facilitate natural conversations with your customers.
Easy integration with the latest AI technology from Google and IBM enables you to assemble the most effective set of tools for your contact centre.
Design and run intelligent outbound campaigns that encourage engagement and strengthen customer relationships.
Agent assist refers to a feature or technology within a contact centre system that provides support and assistance to human agents during customer interactions. It may involve real-time suggestions, prompts, or relevant information displayed to agents to help them respond effectively to customer inquiries or issues. Providing both an intuitive tool and enhanced support empowers agents and can be instrumental in reducing agent attrition. Additionally, alongside workforce optimisation strategies, agent assist can boost contact centre performance.
Agent assist provides real-time support to agents, ensuring they have the necessary tools and guidance to provide excellent service during customer interactions. By offering contextual suggestions and access to knowledge resources, agent assist empowers agents to handle queries more effectively, ultimately enhancing both their experience and the customer’s. Additionally, thanks to sentiment analysis and augmented supervision alerts, supervisors can also intervene in real-time when agents need extra support, fostering a collaborative environment focused on delivering exceptional service.
Agent assist can immediately provide real-time suggestions, prompts, and relevant information to support agents during customer interactions, digital or voice interactions, inbound or outbound. This may include contextual information about the customer’s history, previous interactions, relevant knowledge articles, or recommended responses to common inquiries. This information helps agents achieve FCR, improving job satisfaction, because happy agents often lead to loyal customers. The information provided depends on the knowledge base and resources the contact centre has available and accessible to the AI system.
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