Agent Assist

Supports customer-service agents with suggested answers, retrieved information, and next-step guidance while they handle customer inquiries.

Business impact

• First-response speed — The evidence says the system helps agents answer customers more quickly, but no cross-company figure is reported.
• Resolution time — Citi says the tool is designed to help service teams resolve customer inquiries faster.
• Agent productivity — The cited articles describe the use case as improving productivity in service teams and call centers.

Data requirements

• Customer interaction history (text) — Used to understand the customer’s context and prior exchanges.
• Knowledge content (text) — Used to surface relevant information for answers.
• Communications (text) — The healthcare article says communications can be analyzed to identify key concerns.

AI methods and techniques

• Information retrieval — Used to pull relevant knowledge or prior interaction context into the agent workflow.
• Summarization — Used in support workflows to condense conversations or supporting information for the agent.
• Response suggestion — Used to draft or recommend answers for the agent to review before replying.
• Intent understanding — Used to infer what the customer is asking so the agent can respond faster.
• Conversation routing — Used to direct inquiries to clinical staff in the healthcare example.

Industries

Real-world evidence

8 documented case studies on record.

Companies using this: Citigroup, JPMorgan Chase, Mastercard, Qualcomm, Schneider Electric, T-Mobile, Uber, Seattle Children’s.