Global - EnglishGo 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
Trusted by leading brands globally
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
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
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.
6%
Higher Customer Satisfaction
1000+
Live chats
handled daily
32%
Lower average resolution time
94%
Lower average first response time
Core features to improve live agent experience
User & team management
Easily add live agents, supervisors to teams, set business hours and manage off hours chat routing.
Assignment rules
Use intelligent routing to direct queries to specific live agents based on criteria like source channel, language, time, device.
Stickiness
Use global stickiness rules to ensure that returning customers are assigned to the same live agent for better service.
Tag reference conversations
Tag important conversations that need attention or for future reference to address similar queries.
Auto replies
Set standardized responses for specific events, such as default welcome messages or chat resolution messages.
Configurable APIs and integrations
Integrate with CRM and helpdesk such as Leadsquared, Freshdesk, Salesforce, Zoho etc.
Advanced tools to boost live agent performance
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
Transform choppy or casually written agent responses into well structured, formal replies. AI Expand helps conserve agent effort in crafting complete, formal sentences.
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.
Initiate sales conversations with customers on WhatsApp by sending them new templated messages.
Seamlessly transfer live chat to journeys, such as for feedback collection once the original query is addressed.
Other products that might interest you
Converse
Enhance customer engagement and drive growth through personalized, two-way messaging across the customer lifecycle, allowing for granular customer segmentation, AI-powered interactions, and automated campaigns triggered by real-time events.
Learn moreWhatsApp Business API
Build stronger customer connections with WhatsApp Business API. Engage customers across sales, marketing and support journeys.
Learn moreFrequently Asked Questions
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.
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.
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.
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.
We are a Conversational Engagement Platform empowering businesses to engage meaningfully with customers across commerce, marketing and support use-cases on 30+ channels
Get in touchGupshup © 2024. All rights reserved.