AI Contact Center Agent Assistants

AI Contact Center Assistants are enablers for contact center agents, managers and others such as nurse triage. They are not autonomous and are built for human-in-the-loop workflows. They are intended to make existing agents or others handling contacts more efficient and/or more effective. Capabilities of these vendors include:

• Call summaries or transcripts

• Management of follow up tasks from phone calls

• Surfacing care gaps and tasks for follow up during a contact

• Surfacing relevant policies and procedures during a contact

• Real time QA and feedback delivery to agents

Many companies offering these solutions also offer fully autonomous solutions. Many will also have AI powered analytics and intelligence solutions.