Go beyond support and actively drive sales with live agents

Double up support staff as consultative salespeople with relevant customer context and AI co-pilot features

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AgentAssist

Trusted by leading brands globally

Oneplus
Apollo
Policybazaar
Abbott
Myntra
Hitachi
Indigo
Kotak

Empower live agents to build strong customer relationships

Enable live agents to address queries on multiple messaging channels from a single inbox

Intelligently route and automatically assign chats to human agents based on their skills, availability and historical interactions with a customer

Drive higher CSAT with more contextual agent responses by providing visibility into customer’s history

Empower live agents to build strong customer relationships

Turn every live chat into a business opportunity

Understand and resolve customer issues, and also seize the opportunity for assisted upsell and cross-sell

Leverage Gen AI co-pilot to summarize past conversations, help rephrase or expand responses at the click of a button

Resolve complex queries and close sales over voice calls with click-to-call integration

Turn every live chat into a business opportunity

Drive excellence with data-driven live agent performance monitoring

Track live agent performance and conversation feeds in real-time, and intervene when required

Easily access and report CSAT scores and customer feedback ratings to management for better decision-making.

Monitor key performance metrics such as First Response Time, Resolution Time, and Live Agent Summary for all teams.

Drive Excellence with Data-Driven Agent Performance Monitoring
  • Higher Customer Satisfaction

    6%

    Higher Customer Satisfaction

  • Live chats <br> handled daily

    1000+

    Live chats
    handled daily

  • Lower average resolution time

    32%

    Lower average resolution time

  • Lower average first response time

    94%

    Lower average first response time

Core features to improve live agent experience

User & team management

User & team management

Easily add live agents, supervisors to teams, set business hours and manage off hours chat routing.

Assignment rules

Assignment rules

Use intelligent routing to direct queries to specific live agents based on criteria like source channel, language, time, device.

Stickiness

Stickiness

Use global stickiness rules to ensure that returning customers are assigned to the same live agent for better service.

Tag reference conversations

Tag reference conversations

Tag important conversations that need attention or for future reference to address similar queries.

Auto replies

Auto replies

Set standardized responses for specific events, such as default welcome messages or chat resolution messages.

Configurable APIs and integrations

Configurable APIs and integrations

Integrate with CRM and helpdesk such as Leadsquared, Freshdesk, Salesforce, Zoho etc.

Advanced tools to boost live agent performance

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AI Summarize

Improve supervisor and agent efficiency by reducing the need for them to read through past AI Agent or human agent conversations. AI Summarize aids users to swiftly grasp the context through a short blurb

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AI Expand

Transform choppy or casually written agent responses into well structured, formal replies. AI Expand helps conserve agent effort in crafting complete, formal sentences.

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AI Rephrase

Provide agents with an AI powered proof-reading assistant to polish their responses to customers. Cut down grammatical errors or typos and respond with the utmost care.

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Live agent Initiated Messages

Initiate sales conversations with customers on WhatsApp by sending them new templated messages.

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Transfer to AI Agent

Seamlessly transfer live chat to journeys, such as for feedback collection once the original query is addressed.

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Frequently Asked Questions

How does Agent Assist work?
Agent Assist, as the name suggests, is a customer support tool that enables your support agents to address customer queries and concerns from multiple messaging channels.

The tool comes with advanced capabilities to intelligently route queries to the right departments and live agents. Non-standard queries can be routed to live agents on autopilot. Using user and live agent binding, Agent Assist ensures that your customers are delighted with a consistent support experience every time they contact your support center.

Finally, Agent Assist provides managers insights regarding incoming and outgoing interactions in real time helping them make informed decisions to improve customer experience and live agent performance. Overall, Agent Assist improves both live agent and customer support experience by streamlining interactions and aiding team collaboration.
What are some advanced capabilities of Agent Assist?
Agent Assist provides comprehensive performance tracking with real-time analytics, enabling businesses to monitor live agent productivity, response times, and customer satisfaction. Intelligent query routing ensures efficient resolutions by directing queries to the most suitable live agent.

The AI Copilot enhances productivity with tools like Expand, Rephrase, and Summarize for crafting well-structured responses quickly. Integrated voice support and click-to-call functionalities allow seamless management of chat and voice interactions from a unified tool.

A unified support system prioritizes and segments chats for better productivity. Additionally, canned responses and automatic escalation alerts improve efficiency, and the customer feedback dashboard continuously improves live agent performance and satisfaction.
Can Agent Assist integrate with my CRM?
Yes, Agent Assist can integrate with your CRM. It supports external assignment rules, allowing CRM data to be used to route chats based on which live agent interacted with the customer previously. This ensures continuity in customer interactions and leverages your existing CRM data for more efficient and personalized support.
Can customer to live agent routing be customized?
Yes, customer-to-live agent routing can be customized with Agent Assist. It offers intelligent query routing, allowing businesses to define criteria to route queries to the right live agent or team. Enhanced chat routing capabilities include defining rules to transfer chats to live agents based on expertise, business hours, and conditions such as keywords, channels, accounts, and tags. This ensures that customer interactions are handled efficiently and by the most appropriate live agent.