Summary

The shift to enhanced natural language processing is enabling smarter agent assist solutions that can help contact center agents in real-time. Aragon reviews the rise of agent assist platforms, which will include the ability to do real-time coaching.

Introduction

Aragon sees virtual agents working alongside human agents in the contact center. One of the use cases for this is Agent Assist: AI and non-AI assistance tools, which leverage technologies such as real-time coaching to improve the performance of human agents. This Research Note will provide an overview of the rise of virtual assistants, how agent assist is the next frontier of the intelligent contact center, and how to get started with this technology.