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 agents to build strong customer relationships
Enable agents to address queries on multiple messaging channels from a single inbox
Intelligently route and automatically assign chats to 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 agent performance monitoring
Track 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 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 agent experience
User & team management
Easily add agents, supervisors to teams, set business hours and manage off hours chat routing.
Assignment rules
Use intelligent routing to direct queries to specific 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 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 agent performance
Improve supervisor and agent efficiency by reducing the need for them to read through past bot or 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 bot journeys, such as for feedback collection once the original query is addressed.
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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 agents. Non standard queries can be routed to agents on autopilot. Using user and 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 agent performance. Overall, Agent Assist improves both 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 agent productivity, response times, and customer satisfaction. Intelligent query routing ensures efficient resolutions by directing queries to the most suitable 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 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 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-agent routing can be customized with Agent Assist. It offers intelligent query routing, allowing businesses to define criteria to route queries to the right agent or team. Enhanced chat routing capabilities include defining rules to transfer chats to 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 agent.
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