Agent Assist as a Service for Contact Centers: Real-Time Coaching Is Just the Beginning

Review the rise of agent assist platforms and their new abilities

Research Note

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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.

Research Note Details

Topic: Conversational AI
Issue: How will AI-driven Agent Assist make a difference in the enterprise?
Research Note Number: 2021-51
Length: 10 pages
File Size:  1.5 MB
File Type: Portable Document Format (PDF)
Language: English
Publisher: Aragon Research
Authors:

jim lundy team 263x300 - Agent Assist as a Service for Contact Centers:  Real-Time Coaching Is Just the Beginning

Jim Lundy, CEO and Lead Analyst

Craig Kennedy 2 263x300 - Agent Assist as a Service for Contact Centers:  Real-Time Coaching Is Just the Beginning

Craig Kennedy, Sr. Director of Research

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