EE31 - Titles and Canonical Info
Contents
Administration Dashboard
Go back to admin dashboard to create and manage platform-specific use cases in the system:
Titles and Taxonomy
| Main Title | Subtitle | Taxonomy | Product Category | Draft | Published | Edit |
|---|---|---|---|---|---|---|
|
Genesys Agent Assist |
Monitor conversations between the customer and agent to surface contextually relevant knowledge and FAQs. |
Employee Engagement |
Workforce Engagement |
No draft |
Canonical Information
Platform Challenge and Solution
Platform Challenge: Many customers prefer to use self-service options. But when they need to speak to someone (via voice or chat), they expect that person to know all about their journey and how best to help them in real time.
Platform Solution: Provide live transcripts of the voice conversation, and relevant real-time knowledge suggestions on the agent's omnichannel desktop.
Platform Benefits
The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business:
| Canonical Benefit | Explanation |
|---|---|
| Improved First Contact Resolution | Provides context of the customer's journey and dynamic knowledge suggestions to better address customer issues |
| Improved Net Promoter Score | Customer issues are resolved faster and more accurately, which leads to less frustration |
| Reduced Handle Time | Customer issues are resolved faster by actively providing agents with real-time suggestions |
High Level Flow
High Level Flow Steps
- Agent receives a call (voice or chat)
- Agent is shown transcription of the voice conversation or the chat interaction
- Agent is proactively provided with knowledge suggestions to help them resolve the issue
- Agent successfully resolves the customer’s issue
Data Sheet Image
Canonical Sales Content
Personas
- Head of Contact Center(s)
- Head of Customer Experience
- Head of Customer Service
Qualifying Questions
- Do you currently have high training costs and lengthy onboarding for new agents?
- Are you looking to reduce your current handle time?
- Do your agents find it difficult and time consuming searching for information?
- Do your agents spend more time looking for information rather than listening to the customer? Do you want to improve the quality and accuracy of information you are sharing with your customer?
Pain Points (Business Context)
- Agents without the right information give the wrong answer or take precious time finding the correct answer.
- Agents spend an average of 12.5% of their work-week looking for information.
- Agents want to help customers. If they don’t know how, they get frustrated.
- Training material becomes quickly outdated.
Desired State - How to Fix It
- Agent Assist empowers agents to be CX Heroes by giving them contextually relevant knowledge suggestions in real time as they converse.
- Commonly asked questions related to the live conversation are automatically served up as needed without agents having to look them up manually.