What is real-time agent assist and how does it work?
Written by Cloom
Recent research from CX Today shows that 50-75% of a contact center’s operating budget is allocated to agent staffing, training, and salaries. Despite this significant investment, many teams struggle with inefficiencies like lengthy ramp times, high turnover rates, poor agent experience, and high operating costs. This is where AI copilots offering real-time agent assist, like those from Cloom AI, come in.
AI copilots in the contact center
AI copilots play a vital role in modern contact centers by enhancing agents’ capabilities and boosting productivity. These intelligent assistants use AI and machine learning to analyze data, provide real-time insights, assist in decision-making, and automate repetitive tasks. Acting as virtual partners, Cloom AI copilots streamline processes, improve efficiency, and drive better outcomes, allowing agents to focus on strategic, high-value activities. As the market for AI copilots grows, companies must consider integration capabilities, scalability, customization, and data security when choosing a solution.
What are the benefits of real-time agent assist?
Implementing real-time agent assist offers numerous benefits for contact center teams. Here’s how Cloom AI helps teams maximize these advantages:
Increased efficiency
Agents often spend significant time on after-call work, such as summarizing calls. Cloom AI’s real-time agent assist analyzes data, extracts insights, and provides recommendations, reducing cognitive load. Features like automated note-taking, summarization, generative composition, and seamless CRM integrations reduce after-call work (ACW) and average handle time (AHT), enabling agents to handle more interactions without sacrificing quality.
Real-time, effective coaching
Without real-time assist, supervisors spend over 50% of their time listening to calls, limiting their ability to coach effectively. Cloom AI contextually analyzes conversations and provides coaching via generative knowledge answers, hints, checklists, and suggested responses. Agents and supervisors can collaborate seamlessly, enabling timely, targeted feedback that accelerates ramp-up for new agents and improves veteran performance.
Cost savings
By optimizing resource allocation, reducing manual effort, and streamlining processes, Cloom AI’s real-time agent assist lowers operational costs, allowing businesses to reinvest savings.
Improved agent experience
High turnover rates plague contact centers due to lengthy onboarding and lack of support. Cloom AI provides tools to help agents excel, promoting job satisfaction and reducing turnover. This leads to cost savings in recruitment and training while retaining institutional knowledge.
Elevated customer experience
Real-time agent assist enables personalized, timely customer interactions, resulting in faster calls, higher customer satisfaction (CSAT), and increased brand loyalty.
Cloom AI’s unique approach to AI copilots
Founded with the philosophy that AI should enhance, not replace, humans, Cloom AI emphasizes the synergy of human and AI capabilities. Since launching Agent Assist Chat in 2018, Cloom AI has expanded from suggested responses and smart compose to real-time guidance for chat and voice channels. Here’s how Cloom AI stands out:
| Traditional AI Co-Pilots | Cloom AI's Approach |
|---|---|
| Relies on basic keywords for conversation understanding | Uses advanced natural language understanding for complex statements, emotions, and sentiment |
| Uses generic models with limited customization | Employs custom-built models tailored to each business |
| Applies a uniform approach to all businesses | Offers personalized AI solutions for specific enterprise needs |
| Struggles with nuanced context | Provides deep contextual insights for relevant interactions |
| Generates basic reports without actionable tools | Delivers real-time transcriptions and insights for immediate action |
| Integrates with a single tool or dataset | Seamlessly integrates with CRMs, cloud & on-premise telephony, and more |
| Provides basic auto-completion features | Enhances efficiency with generative responses, automated note-taking, and real-time guidance |
Real-time agent assist solutions from Cloom AI reduce handle times, improve customer satisfaction, lower costs, and enhance agent efficiency. To transform your contact center, schedule a personalized demo to see Cloom AI Agent Assist in action!