Delivering based on customers expectations is a hard job. They want quick, effective resolutions without long wait times, and companies are constantly searching for ways to meet these demands. AI Agent Assist is a game-changing solution that allows LLM-driven systems to work alongside live agents, providing critical information and context before a call is handed over. This partnership between Agentic AI and human agents doesn’t just streamline workflows—it improves AI accuracy, reduces response times, and ultimately enhances customer satisfaction.
What is AI Agent Assist?
AI Agent Assist is a technology that uses artificial intelligence (AI), often driven by powerful Large Language Models (LLMs) like, OpenAI GPT-4o, Anthropic Claude, and Google Gemini to support human agents in real-time by gathering, processing, and delivering relevant information before and during customer interactions. When a customer contacts a company, the AI agent first handles the initial interaction, collecting key details and identifying the issue’s nature. By the time the call reaches a human agent, they’re equipped with everything they need to resolve the issue swiftly and efficiently. Similar to Teneo Smart Agent Handover.
How AI Agent Assist Transforms Contact Centers
- Efficient Call Preparation:
AI agents can gather customer details, previous interaction history, and the purpose of the call in advance. When the call is handed over, human agents already have the background context, enabling them to address the issue directly without requiring the customer to repeat information. - Context-Aware Insights:
AI agents are capable of analyzing past interactions and identifying patterns, which helps them detect potential issues and suggest solutions even before the call reaches a human agent. For example, if a customer has a history of billing inquiries, the AI agent can prepare the necessary details for the human agent to address the issue proactively. - Reduced Average Handle Time (AHT):
By providing agents with the relevant information upfront, AI Agent Assist reduces AHT required to handle each call. Human agents can focus on problem-solving and resolution, as they are no longer bogged down by administrative tasks or information retrieval. - Enhanced Customer Experience:
Customers appreciate not having to explain their issues repeatedly. With AI Agent Assist, the transition from AI to human agent is seamless, and the human agent is well-prepared to address the issue from the start, creating a smoother and more satisfying experience. - Real-Time Recommendations:
AI Agent Assist can also suggest potential solutions or actions in real time based on the customer’s history or common resolutions to similar issues. These recommendations empower agents to resolve issues quickly and accurately, improving the overall efficiency of the contact center.
More relevant KPIs can be found on Customer Experience KPIs.
Teneo Conversational IVR: The solution
At Teneo, we’re dedicated to empowering businesses with AI Agent Assist technology that seamlessly integrates into contact centers across industries. Our platform allows businesses to create AI agents that collect, analyze, and present valuable insights to human agents, streamlining the handoff process and ensuring each agent is ready to provide exceptional service.
Teneo Conversational IVR adds another layer of intelligence, allowing AI to understand open-ended customer questions and route them accurately to the right agent or service. This means that even before a live agent takes over, the AI can triage and respond to open-ended queries, ensuring customers are efficiently directed to the right help while enhancing response accuracy. Helping you reach Call Center automation, Contact Center automation, and Agentless Contact Center.
Whether in telecommunications, automotive, healthcare, or airlines, Teneo Conversational IVR technology enable agents to deliver faster, more accurate, and more personalized service—making every customer interaction a positive one.Contact us to learn more.
FAQs
How is AI agent assist revolutionizing customer service operations?
AI agent assist is transforming customer service by providing support for a handover that enhances human agent capabilities while achieving 100% automation of level 1 support. Teneo.ai’s solution delivers 99% accuracy in customer interactions, reducing operational costs by 60% and cutting cost per call from $5.60 to $0.40. The system provides intelligent suggestions, automates routine tasks, and enables agents to focus on complex customer needs. With 90% containment success rates and 99% first contact resolution, AI agent assist revolutionizes service delivery. Explore our AI agent assist solutions to enhance your customer service operations.
What specific capabilities does AI agent assist provide to customer service teams?
AI agent assist provides comprehensive capabilities during a handover, including conversation guidance, call summary, and intelligent case routing. The system achieves reduction in staffing costs while maintaining superior service quality through transfer rate improvements. Agents receive contextual information, conversation summary, and automated workflows that streamline complex interactions. The platform supports a +50% automation of Level 2 support cases, enabling human agents to handle high-value interactions more effectively. Request a demo to see AI agent assist capabilities in action.
How does AI agent assist improve customer satisfaction and operational efficiency?
AI agent assist dramatically improves both customer satisfaction and operational efficiency through 99% first contact resolution and rapid 60 days implementation timelines. The system provides consistent, accurate responses while reducing wait times and eliminating repetitive tasks. Customers experience faster resolution times, more personalized interactions, and seamless service across all channels. Organizations benefit from reduced training costs, improved agent productivity, and measurable performance improvements. Download our customer experience whitepaper to understand the full impact on satisfaction metrics.
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