Agent Assistant
Perhaps the biggest challenge in customer service departments is building the knowledge to enable agents to quickly and accurately respond to the huge range of end-user questions that can come in. Even though you have a vast knowledge repository, keyword searches often provide non-specific or too many responses, leaving the agent uncertain how to reply or leading them to reply with an inappropriate answer. Investment in reviews, auditing and training can be vast and often it can take agents months or even years to reach the level of quality your organisation deserves.
By using a technology called Retrieval Augmented Generation (RAG) you can revolutionise your customer service process and significantly boost accuracy and response times. RAG uses the power of semantic search to intelligently retrieve content from your knowledge repository that is most relevant to an inbound inquiry. Furthermore, it will produce a comprehensive conversational response to the customer, utilising this specific content. The agent can then adjust the generated response as appropriate inserting names, dates and other personalised information to produce a well-phrased comprehensive accurate response using your corporate tone of voice.
