Delivering based on customers expectations is a hard job. They want quick, effective resolutions without long wait times, and companies are constantly searching for ways to meet these demands. AI Agent Assist is a game-changing solution that allows LLM-driven systems to work alongside live agents, providing critical information and context before a call is handed over. This partnership between Agentic AI and human agents doesn’t just streamline workflows—it improves AI accuracy, reduces response times, and ultimately enhances customer satisfaction.
What is AI Agent Assist?
AI Agent Assist is a technology that uses artificial intelligence (AI), often driven by powerful Large Language Models (LLMs) like, OpenAI GPT-4o, Anthropic Claude, and Google Gemini to support human agents in real-time by gathering, processing, and delivering relevant information before and during customer interactions. When a customer contacts a company, the AI agent first handles the initial interaction, collecting key details and identifying the issue’s nature. By the time the call reaches a human agent, they’re equipped with everything they need to resolve the issue swiftly and efficiently. Similar to Teneo Smart Agent Handover.
How AI Agent Assist Transforms Contact Centers
- Efficient Call Preparation:
AI agents can gather customer details, previous interaction history, and the purpose of the call in advance. When the call is handed over, human agents already have the background context, enabling them to address the issue directly without requiring the customer to repeat information. - Context-Aware Insights:
AI agents are capable of analyzing past interactions and identifying patterns, which helps them detect potential issues and suggest solutions even before the call reaches a human agent. For example, if a customer has a history of billing inquiries, the AI agent can prepare the necessary details for the human agent to address the issue proactively. - Reduced Average Handle Time (AHT):
By providing agents with the relevant information upfront, AI Agent Assist reduces AHT required to handle each call. Human agents can focus on problem-solving and resolution, as they are no longer bogged down by administrative tasks or information retrieval. - Enhanced Customer Experience:
Customers appreciate not having to explain their issues repeatedly. With AI Agent Assist, the transition from AI to human agent is seamless, and the human agent is well-prepared to address the issue from the start, creating a smoother and more satisfying experience. - Real-Time Recommendations:
AI Agent Assist can also suggest potential solutions or actions in real time based on the customer’s history or common resolutions to similar issues. These recommendations empower agents to resolve issues quickly and accurately, improving the overall efficiency of the contact center.
More relevant KPIs can be found on Customer Experience KPIs.
Teneo and OpenQuestion: The solution
At Teneo, we’re dedicated to empowering businesses with AI Agent Assist technology that seamlessly integrates into contact centers across industries. Our platform allows businesses to create AI agents that collect, analyze, and present valuable insights to human agents, streamlining the handoff process and ensuring each agent is ready to provide exceptional service.
Teneo OpenQuestion adds another layer of intelligence, allowing AI to understand open-ended customer questions and route them accurately to the right agent or service. This means that even before a live agent takes over, the AI can triage and respond to open-ended queries, ensuring customers are efficiently directed to the right help while enhancing response accuracy. Helping you reach Call Center automation, Contact Center automation, and Agentless Contact Center.
Whether in telecommunications, automotive, healthcare, or airlines, Teneo OpenQuestion technology enable agents to deliver faster, more accurate, and more personalized service—making every customer interaction a positive one.Contact us to learn more.
FAQ
What is AI Agent Assist?
AI Agent Assist is technology that supports human agents by gathering relevant information and context before or during customer interactions, enabling faster and more efficient responses.
Can AI Agent Assist handle complex customer issues on its own?
While it streamlines initial information gathering, complex issues often still require human intervention. AI Agent prepares agents to handle these cases efficiently.
How does AI Agent Assist benefit contact center agents?
It reduces agents’ workload by eliminating repetitive tasks, lowers stress, and allows them to focus on high-value interactions, leading to greater job satisfaction.
What is Teneo OpenQuestion, and how does it enhance AI Assist?
Teneo OpenQuestion allows AI to handle open-ended questions and route them accurately, ensuring customers reach the right resources even before speaking to a live agent.
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