Customer Support Agents form the backbone of any organization, but often, their potential is stifled by the burden of low-level, repetitive tasks. This not only leads to dissatisfaction but also contributes to high turnover rates.
In this context, AI agent copilots for customer support emerge as invaluable allies, handling mundane tasks and freeing up agents to focus on more complex and rewarding work. By doing so, Agnet Copilot assists customers and enables support teams to operate more efficiently and effectively.
New agents require extensive training, and even seasoned ones spend countless hours searching through knowledge bases, historical support tickets, and public web resources. You may ask, what is AI copilot?
AI Copilot transforms the support landscape, allowing agents to focus on more strategic and higher-value initiatives while improving their productivity and delivering superior customer experiences.
Aisera’s AI Assist is embedded into an organization’s System of Record adjacent to the support ticket allowing agents to seamlessly interact with Copilot throughout their normal workflow.
Benefits and Use Cases of Agent Copilots
The numerous capabilities of an agentic AI system enhance agent efficiency and elevate the skill set of the entire support organization, concurrently leading to cost reduction. Agents can navigate tasks more effectively and deliver superior support services by seamlessly managing a higher volume of support tickets with AI assistants.
However, AI Copilot use cases are broader than Agent Copilot’s, encompassing all aspects of an enterprise, from IT and HR to customer service, across various industries.
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.