Contact Center
Agent Assistance, Powered by Generative AI
Your Agents Work Faster, Smarter, With AI Assistants
Organizations consistently face issues with agent attrition. Why? Front-line agents are constantly juggling multiple tasks. In the midst of this juggling act, they are faced with the challenges of locating specific customer or account information and providing accurate, timely, and empathetic support. What is the solution? Give them the help they are looking for with Assistants powered by Generative AI.
These cutting-edge AI models are designed to understand and generate conversational text. This enables them to access and retrieve procedural and customer-specific information in real time, which is essential for effective interactions.
Generative AI-powered assistants empower your agents to handle customer inquiries seamlessly without the need for transfers. This capability ensures that customers receive consistent and efficient information, enhancing their overall experience. From the initial authentication process to delivering the most accurate answers to complex inquiries, these assistants support every step of the interaction. Moreover, they can summarize the details of each interaction and document the agreed-upon actions, ensuring accurate records. This important capability frees up your agents to focus on more intricate or high-priority issues.
By leveraging Generative AI, your contact center can achieve new heights of efficiency, consistency, and customer satisfaction. PTP can assist your organization in identifying and prioritizing specific use cases where generative AI can make the most impact. We help you develop a robust business case that identifies the specific goals and objectives of each use case, so that expectations can be properly set. Once approved, we will deploy the technology to revolutionize the way your agents assist customers. With Agent Assistance powered by Generative AI, you provide your team with the tools they need to excel, transforming your customer service operations.
Empower your agents today and watch your contact center thrive with unparalleled efficiency and customer satisfaction. Let PTP guide you through the process of integrating Generative AI into your operations, ensuring that your agents are equipped to meet and exceed customer expectations.
81% of Contact Center Execs are Investing in Agent-Enabling AI
All these executives can't be wrong. Want proof? Here's what you can achieve:
Reduce costs
Give your agents the ability to handle 28% more conversations, reducing operational costs, decreasing average customer hold time, and improving your ability to handle peak traffic efficiently.
Improve CSAT
Improve customer satisfaction by 10% with consistent, high-quality responses and quicker training by learning from high-performing agents.
Respond quicker
Reduce abandoned chats with a 15% quicker response time using Smart Reply and fast answers to customer inquiries drawn from a central knowledge base.
Harness the Endless Possibilities
The Potentials of Self-Service
When you’re in need of a customer self-service solution, you don’t need to go it alone. At PTP, we are constantly innovating new and unique ways for customers to self-serve and companies to cut costs. Contact us to schedule an assessment to get started, and prepare to reap the benefits of an outstanding customer self-service experience.