View source for EE31/Canonical

{{SMART Meta
|SolutionCategory=EE
|Solution=Workforce Engagement
|Title=Genesys Agent Assist
|Subtitle=Monitor conversations between the customer and agent to surface contextually relevant knowledge and FAQs.
}}
{{SMART Canonical
|PlatformChallenge=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.
|PlatformSolution=Provide live transcripts of the voice conversation, and relevant real-time knowledge suggestions on the agent's omnichannel desktop.
|PainPoints=*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*Training material becomes quickly outdated.
|DesiredState=*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.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/a6d6ac43-c876-4727-8b3c-24e86c7f7f94/0
|BuyerPersonas=Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
|QualifyingQuestions=*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?
|DataSheetImage=EE31 - genesys agent assist - header.png
}}
{{SMART DataSheetFlow
|Flow=Agent receives a call (voice or chat)
}}
{{SMART DataSheetFlow
|Flow=Agent is shown transcription of the voice conversation or the chat interaction
}}
{{SMART DataSheetFlow
|Flow=Agent is proactively provided with knowledge suggestions to help them resolve the issue
}}
{{SMART DataSheetFlow
|Flow=Agent successfully resolves the customer’s issue
}}
{{SMART Benefits
|CanonicalBenefitID=Improved First Contact Resolution
|CanonicalBenefit=Provides context of the customer's journey and dynamic knowledge suggestions to better address customer issues
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Handle Time
|CanonicalBenefit=Customer issues are resolved faster by actively providing agents with real-time suggestions
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Net Promoter Score
|CanonicalBenefit=Customer issues are resolved faster and more accurately, which leads to less frustration
}}