Agent Assist Software - AI solution that, by listening to the calls, superpowers your customer service agents

  • Increase first call resolution (FCR)

  • Increase customer service quality

  • Decrease average handling time

  • Onboard new employees faster

Book a DEMO
call center assist tool
Book a DEMO

Customer service might be approached with hundreds of different questions. It might be a challenge even for experienced employees to provide all the answers with high quality that would actually resolve the client’s issue. Besides, customers expect to get answers immediately, but sometimes making a background check in various knowledge bases might take a while. Customers may find such experiences disappointing and the processes inefficient.

Agent assist software enables customer service agents to handle each call more efficiently by following and transcribing the conversation in real-time using enhanced speech recognition and natural language processing models. Agent assist software helps the agents to ask the right specifying questions and give the best answers by following the solution flow.

How does it work?

How does it work?
cs assist tool

Benefits

Benefits
how to make a chatbot

Improve service quality during the call 

There are hundreds of questions that a customer service agent should be able to answer. Typically, these are spread among various manuals and allow space for each agent’s personal interpretation.

Thanks to an innovative solution flow management system, enhanced with AI that guides agents through the dialogue with clients, the Agent assist software allows you to ensure the highest quality of customer service during the call in live mode. It helps to ask the right specifying questions and give the correct solutions. It standardizes the knowledge base across all customer service. In contrast to solutions for customer service that relies on post-call analysis – when the customer is already disappointed – the  Agent software ensures the highest quality of service already during the call.

customer service

Decrease average handling time

Advanced AI algorithms transcribe and classify each call in real time, allowing the agents to increase their efficiency and decrease the average handling time. Agent assist software gets input from the customer and the agent, and suggests the most suitable solution flows for solving the contact.

onboarding faster

Make the onboarding of new agents faster

Handling customer service might be a challenge even for experienced employees as it sometimes requires knowing answers to hundreds of different questions.

Agent assist software is especially valuable for new employees as it helps to onboard them faster. New employees can be put into action with much less training because the solution helps them to serve customers. It’s also useful in case changes are made to how to solve contacts (e.g. new policy about considering COVID-19).

chatbot

Increase first call resolution and efficiency

API integration with backend systems allows agents to get all the necessary information about previous interactions with the clients instantly. It helps to understand all previous interactions with the client that at the end leads to a higher resolution rate.

The agent assistant gets input from the customer and the agent, and suggests the most suitable solution flows for solving the contact; thus increasing the efficiency of the process.

CS Assist tool Features

CS Assist tool Features
CS assist tool interface

Agent assist software interface

This interface is used by the customer service agent. It gets input from the customer and the agent, and it suggests the most suitable solution flows for solving the contact.

AI component

AI Component

The AI component consists of speech-to-text and intent classifier.The speech-to-text system is a real-time speech recognition system which converts sound to text.

The classifier deals with intent classification – using voice and text, it helps to understand why the customer called so as to know what needs to be done with the specific call. The identified intent is returned to the coordinated component which handles the call according to the defined business logic.

Solution flow

Solution flow

Solution flows are the knowledge base for solving a customer contact. These enable defining what needs to be done with every intent. Every solution flow has a business owner who is responsible for creating, improving, and maintaining it.

Analytics

Analytics

Agent assist has enhanced analytics that gives an overview of system performance.

Call Quality Assurance

Call Quality Assurance

Call quality inspection tool enables to analyze calls that have not been resolved as planned. It helps to understand and analyze where and why solution flows (defined in Solution Flow Management) are not working as planned.

The system will pinpoint which solution flows are suffering the most, need attention and what is the probable root cause behind it. This enables us to maintain the quality of customer service; or increase it, if need be.

Testimonials

Testimonials
telecom

“MindTitan has been Elisa’s partner in developing several AI-powered solutions. What we value most about MindTitan is their enthusiasm about bringing maximum business value for Elisa by using the full potential of our data. From consultation to the presentation of a completed solution, the team always delivers on promises.”

Mailiis Ploomann, Elisa Eesti
Mailiis Ploomann

Head of telecom services, Elisa

artificial intelligence for government

“MindTitan is involved in shaping the long-term strategy for Estonia, giving an expert opinion about AI capabilities and possibilities for multiple public sector organizations and being a partner for developing the defined AI use cases.”

marten
Marten Kaevats

National Digital Advisor

Our Offices

We’re headquartered in Tallinn, Estonia and our North American office is in Portland, Oregon. Both cities have bustling technology industries, and Estonia is known for being the “Silicon Valley of Europe.”

world map
Portland, Oregon, USA
CENTRL Office
 1355 NW Everett St Portland, OR 97209, USA
Tallinn, Estonia (HQ)
Telliskivi 60/1, N2 entrance
 10412 Tallinn, Estonia
Portland, Oregon, USA
CENTRL Office
 1355 NW Everett St Portland, OR 97209, USA
Tallinn, Estonia (HQ)
Telliskivi 60/1, N2 entrance
 10412 Tallinn, Estonia

Want to learn more?

Want to learn more?

Harry Liimal

Head of Global Sales

Harry has helped various companies from Japan, Saudi Arabia, and Switzerland to implement the latest AI solutions. Having a strong technological background and understanding of the customer service processes helps him to detect specific business needs and offer necessary AI solutions for matching these goals.

Book a DEMO

harry liimal

Want to learn more?

Want to learn more?