EE31/Canonical - Revision history

Shlandy93 at 12:02, September 23, 2022

2022-09-23T12:02:46Z

Shlandy93 at 10:51, September 23, 2022

2022-09-23T10:51:12Z

Shlandy93 at 13:40, April 27, 2022

2022-04-27T13:40:20Z

Shane.landy@genesys.com: USC: Updated HLF embed code

2021-04-01T11:43:17Z

USC: Updated HLF embed code

Shane.landy@genesys.com: USC: Updated benefits to align with calculators

2021-02-15T16:50:12Z

USC: Updated benefits to align with calculators

Shlandy93 at 15:48, April 1, 2020

2020-04-01T15:48:26Z

Bgrenon: 1 revision imported

2020-03-26T15:34:45Z

1 revision imported

smart_wiki>Shlandy93 at 14:52, March 24, 2020

2020-03-24T14:52:59Z

Shlandy93: Created page with "{{SMART Meta |SolutionCategory=EE |Solution=Workforce Engagement |Title=Genesys Agent Assist |Subtitle=Monitor customer and agent conversations to provide the agent with conte..."

2020-03-02T13:56:23Z

Created page with "{{SMART Meta |SolutionCategory=EE |Solution=Workforce Engagement |Title=Genesys Agent Assist |Subtitle=Monitor customer and agent conversations to provide the agent with conte..."

New page

{{SMART Meta
|SolutionCategory=EE
|Solution=Workforce Engagement
|Title=Genesys Agent Assist
|Subtitle=Monitor customer and agent conversations to provide the agent with contextually relevant suggestions.
}}
{{SMART Canonical
|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
|PlatformChallenge=Many customers prefer to use self-service options. But when they need to speak to someone, 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 conversation, and relevant real-time knowledge suggestions on the agent's omnichannel desktop.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/a6d6ac43-c876-4727-8b3c-24e86c7f7f94/0
}}
{{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 Employee Satisfaction
|CanonicalBenefit=Agents are more productive, efficient and knowledgeable by being provided with suggestions based on conversational context
}}

@@ Line 15: / Line 15: @@
 *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 talk.
+|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.
@@ Line 27: / Line 27: @@
 }}
 {{SMART DataSheetFlow
-|Flow=Agent receives a call
+|Flow=Agent receives a call (voice or chat)
 }}
 {{SMART DataSheetFlow
-|Flow=Agent is shown transcription of the voice conversation
+|Flow=Agent is shown transcription of the voice conversation or the chat interaction
 }}
 {{SMART DataSheetFlow

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
-|PlatformChallenge=Many customers prefer to use self-service options. But when they need to speak to someone, they expect that person to know all about their journey and how best to help them in real time.
+|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 conversation, and relevant real-time knowledge suggestions on the agent's omnichannel desktop.
+|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.
@@ Line 18: / Line 18: @@
 *Commonly asked questions related to the live conversation are automatically served up as needed without agents having to look them up manually.
-|HighLevelFlowLucid=a6d6ac43-c876-4727-8b3c-24e86c7f7f94
+|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?
@@ Line 47: / Line 47: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Customer issues are resolved faster and more accurately, which leads to less frustration
 }}

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
-|PlatformChallenge=Many customers prefer to use self-service options. But when they need to speak to someone, they expect that person to know all about their journey and how best to help them in real-time.
+|ID=
 |PlatformSolution=Provide live transcripts of the conversation, and relevant real-time knowledge suggestions on the agent's omnichannel desktop.
-|PainPoints=*Agents without the right information will give the wrong answer or take precious time finding the correct answer.
+|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.
@@ Line 15: / Line 16: @@
 *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 talk.
+|DesiredState=*Agent Assist empowers agents to be CX Heroes by giving them contextually relevant knowledge suggestions in real time as they talk.
 *Commonly asked questions related to the live conversation are automatically served up as needed without agents having to look them up manually.
@@ Line 47: / Line 48: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Net Promoter Score
+|CanonicalBenefitID=Improved Customer Experience
 |CanonicalBenefit=Customer issues are resolved faster and more accurately, which leads to less frustration
 }}

@@ Line 8: / Line 8: @@
 |PlatformChallenge=Many customers prefer to use self-service options. But when they need to speak to someone, 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 conversation, and relevant real-time knowledge suggestions on the agent's omnichannel desktop.
-|PainPoints=* Agents without the right information will give the wrong answer or take precious time finding the correct answer.
+|PainPoints=*Agents without the right information will 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 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.
+*Agents want to help customers. If they don’t know how, they get frustrated.
-* Training material becomes quickly outdated.
+*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 talk.
+|DesiredState=*Agent Assist empowers agents to be CX Heroes by giving them contextually relevant knowledge suggestions in real-time as they talk.
-* Commonly asked questions related to the live conversation are automatically served up as needed without agents having to look them up manually.
+*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
@@ Line 47: / Line 47: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Customer issues are resolved faster and more accurately, which leads to less frustration
 }}

@@ Line 3: / Line 3: @@
 |Solution=Workforce Engagement
 |Title=Genesys Agent Assist
-|Subtitle=Monitor customer and agent conversations to provide the agent with contextually relevant suggestions.
+|Subtitle=Monitor conversations between the customer and agent to surface contextually relevant knowledge and FAQs.
 }}
 {{SMART Canonical

← Older revision	Revision as of 15:34, March 26, 2020
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