What is Agent Copilot?
Agent Copilot is an AI assistant that sits alongside human customer support agents to provide real-time guidance, suggested responses, and automated workflow execution within their existing interface. Unlike fully autonomous bots that replace humans, an Agent Copilot is a “human-in-the-loop” partner – analyzing live conversations to surface relevant knowledge base articles, historical ticket data, and solution recommendations in real-time.
The Problem: The Weight on Support Teams
Support agents are the backbone of any customer-centric company, but their potential is often squashed by the volume of low-level, repetitive tasks.
- High Turnover: The tedium of searching for information leads to agent burnout and dissatisfaction.
- Knowledge Gaps: New agents need extensive training, while even seasoned pros waste hours searching through multiple systems to find answers.
The Solution: How AI Copilot Helps Support
AI Copilots are the answer here. By handling mundane data retrieval and administrative tasks, they free up human agents to focus on complex, high-empathy interactions.
Key features:
- Real-Time Assist: Analyzing customer intent as they type and suggesting the next best action.
- Automated Research: Pulling data from public web resources and internal documentation in seconds.
- Workflow Integration: Embedded directly into the System of Record (like Salesforce, Zendesk, or ServiceNow) so agents never have to toggle screens.
Example in Action: Solutions like Aisera’s Agent Assist sit alongside the support ticket, allowing agents to interact with the Copilot throughout their normal workflow. This reduces average handle time (AHT) and ensures every agent performs like your best expert from day one.
Boosting Productivity through Agent Copilot’s Capabilities
Ticket Triage and Routing
Aisera’s AI Copilot as an advanced agent copilot takes the guesswork out of ticket triage and categorization, prioritization, and routing. By automating these processes, agents can focus on what matters most – solving complex issues that require human interaction. This not only saves time but also ensures that each ticket is directed to the right subject matter expert without the need for subjective decision-making.
Case Summaries
Lengthy case descriptions with noise and irrelevant details can hinder agents’ understanding of customer issues. The AI-powered agent copilot provides succinct case summaries, offering insights into the core issue and the customer sentiment. Documenting resolution notes is time-consuming. The agent copilot automates this process, providing a comprehensive summary at the end of each case. This feature alone saves agents hours of effort, making their workflow more seamless and productive.
Aisera Answer
Utilizing Retrieval Augmented Generation, Aisera Answer delivers natural language responses by searching through various sources such as the organization’s internal knowledge base, approved public articles, similar ticket resolution notes, Slack and Teams conversations, and live agent chat transcripts in real time to effectively address customer inquiries. This not only eliminates the need for agents to sift through knowledge articles and historical tickets but also enables them to personalize responses, ensuring a high-quality customer experience.
Conversational Assistant
The Agent Copilot includes a conversational assistant, empowering agents to kick off action workflows, seek help in drafting responses, or gather additional details for a more accurate answer. This enhances agent capabilities and efficiency in handling customer inquiries.
Advanced Analytics for Informed Decision-Making
Aisera’s AI Copilot doesn’t just enhance virtual agent performance; it also provides advanced analytics to gain insights into agent usage, response feedback, and article performance. By tracking customer service metrics like Mean Time to Resolution (MTTR), organizations can evaluate the effectiveness of the Copilot in resolving tickets, making informed decisions on improvements, and identifying areas for knowledge enhancement.
Elevating Customer Experience with Aisera's Agent Copilot
In addition to the significant gains in productivity, Aisera’s AI-powered agent copilot for agents plays a pivotal role in enhancing the overall customer experience. With the Copilot at their side, agents can deliver consistently high-quality responses, ensuring a uniform and professional interaction with every customer. The accelerated turnaround time facilitated by Copilot’s streamlined workflows means that customers receive prompt resolutions to their issues, contributing to heightened customer satisfaction.
Furthermore, the ability of the Copilot to eliminate the need for agents to sift through extensive knowledge bases results in more personalized interactions. Agents can now devote more time to understanding customer needs and tailoring their responses, fostering a more personalized and customer-centric support experience.
Building Trust in AI Technology
For companies hesitant to introduce AI directly to their customer base, Aisera’s Copilot for agents serves as a trust-building tool that leverages the TRAPS framework. Subject matter experts can review results before sending them to customers, ensuring quality and accuracy. This phased approach allows organizations to gradually build confidence in AI technology.
Conclusion
In conclusion, Aisera’s AI-powered agent Copilot empowers the customer support team to focus on what they do best – building relationships, solving complex problems, and delivering high-value support experiences. By streamlining workflows, providing actionable insights, and enhancing customer interactions, Copilot emerges as a game-changer in the realm of customer support. Book a free AI demo to experience Aisera’s AI Copilot for Enterprise.