Kore.ai AgentAssist for Salesforce Service Cloud

Kore.ai AgentAssist for Service Cloud enables contact center agents to deliver a world-class customer service experience by utilizing the power of AI from the Gartner Magic Quadrant Leader in Conversational AI. Kore.ai's AgentAssist exponentially improves agent productivity through intelligent automation for both voice and digital channels. Make customers happier and empower agents for success with AI-powered predictions, recommendations, and automated responses.

AgentAssist for Service Cloud helps create a unified, personalized customer experience. Agents can reduce average handle times and deliver contextual responses with the help of voice and chat transcription combined with AI-powered recommendations. Kore.ai's industry-leading Natural Language Processing analyzes real-time conversations and serves up the right knowledge articles and suggested next steps to empower agents to solve customer issues faster. Turn your team into Super Agents who deliver faster, more rewarding customer experiences with the help of Conversational AI.

AgentAssist for Service Cloud Resources

Highlights

SEAMLESSLY INTEGRATES  WITH SALESFORCE

  • Gives agents full visibility into customer data from voice and chat in real-time driven by AI insights on an intuitive console.
  • AgentAssist can look up customer information from Salesforce CRM in the Service Cloud dashboard and proactively provides the right context based on relevant information. 
  • Insights include a user’s session history, previous chat history, previous requests and current intents.

SEAMLESSLY INTEGRATES  WITH SALESFORCE-2

 

ENRICH THE AGENT EXPERIENCE-3

 

ENRICH THE AGENT EXPERIENCE

  • Take agent productivity to new heights and accelerate the customer journey to the right outcome while increasing CSAT scores. 
  • Free live agents from routine calls and allow them to provide a better experience to your most time-consuming customers through lower call volumes. 
  • Agents are able to monitor customers from a 360-degree view of multichannel conversations with intelligent intent detection,  AI advice with responses and the next best actions, and auto collect responses as the conversation progresses. 
  • Contact resolutions are sped up by intelligently providing live agents with rich conversational data needed to efficiently satisfy customer needs.
  • Delivers efficient, accurate, and compliant post-call summaries for system records and agent review.

AUTOMATE ROUTINE TASKS

Automate tasks for agents during a conversation to assist with balance transfers, booking appointments, scheduling field service, changing travel, updating policies, gathering customer data and retrieving information from multiple systems.

AUTOMATE ROUTINE TASKS-3

 

SELF LEARNING-3

 

SELF-LEARNING

AgentAssist becomes an intelligent virtual agent, learning over time from each conversation via machine-learning (ML) algorithms and continuously improving the agent-customer experience in handling service requests.

AgentAssist for Salesforce Service Cloud

Deliver World-Class Service with the Power of Salesforce and Conversational AIlogos-1Using AgentAssist in Service Cloud creates a unified agent and digital channel experience to deliver faster, smarter, and more personalized service. Agents can reduce average handle times and deliver a seamless customer experience with the help of voice transcription and AI-powered recommendations. AI analyzes customer-agent conversations and serves up the right information and next steps, which empowers agents to solve customer issues faster. Your agents become super agents and can spend most of their time focusing on complex problem solving and in empathic, personalized conversation that translates into meaningful, rewarding work for agents. 

 

Benefits of AgentAssist for Service Cloud:

  • Gives agents full visibility into the customer data from your voice and chat in real-time driven by AI insights on an intuitive console.
  • The agent experience is exponentially improved by integrating AgentAssist with Salesforce, taking agent productivity to new heights and accelerating the customer journey to the right outcome. Freeing live agents from routine calls and allowing them to provide value where they are needed most makes for happier agents. 
  • Agents are able to monitor from a 360-degree view multichannel conversations, detect intent, get AI advice with responses and the next best action, and perform tasks throughout the call or chat — auto collecting responses as the conversation progresses. 
  • Automate tasks and fulfillment for agents during the conversation such as balance transfer, book appointments, schedule field service, change travel, update policy, gather customer information and find and retrieve information from multiple systems.
  • AgentAssist becomes a super virtual agent, learning over time from each conversation via machine-learning (ML) algorithms and continuously improving the agent-customer experience in handling service requests.