In recent years, the relationship between companies and customers has undergone a radical transformation. Modern customer care systems are called upon to handle increasingly sophisticated interactions across multiple channels, ensuring excellent service. To better support the valuable work of operators, cutting-edge platforms such as XCALLY have integrated next-generation virtual assistants, AI Agent Assistants.
What are AI Agent Assistants in XCALLY
AI Agent Assistants are solutions that allow agents to be assisted by virtual agents configured in the AI Prompts section. In this way, agents can find answers for customers by asking for help on text messaging channels such as SMS, Chat, WhatsApp and Openchannel. During conversations with customers, theAI assistant steps in to provide immediate answers to questions that might otherwise slow agents down by retrieving information from company files uploaded to the configured assistants. These virtual assistants enable agents to independently resolve a wide range of questions posed by customers. In fact, during conversations on text channels or the Internal Messenger, their intervention can be requested at the click of a button.
Using AI Agent Assistants
AI Agent Assistants are deployed in XCALLY to automate complex processes and provide continuous support to agents. Virtual agents extract quick and timely responses from uploaded business files, providing operators with continuous support in finding information. This integration allows agents to initiate conversations with bots directly from their interface (Internal Messenger), improving operational efficiency and the overall customer experience.
Benefits of using Agents AI
The use of AI agents brings many tangible benefits, including reduced average wait times and workloads., faster and more personalized customer service, H24 service, and optimized company-customer interactions .
Operators can thus focus on more complex issues.
How XCALLY Uses AI Agent Assistants for Customer Service.
XCALLY strategically integrates virtual agents into customer service to improve operational efficiency and deliver high-quality customer service. From the portal, operators can configure and associate specific assistants to quickly find information during customer interviews.
Configuration of virtual assistants
Configuring AI agents in XCALLY is a fundamental process. After assistant configuration, you need to associate channels and agents with the desired assistant. You can also enable the dedicated button to allow agents to request a virtual agent to answer customer questions. From the XCALLY administration portal, it is also easy to associate specific assistants with operators based on their tasks.
Conclusion
The use of AI Agent Assistants in XCALLY is an indispensable step in optimizing customer service, enhancing the customer experience, and increasing operational efficiency. With these innovative features, XCALLY remains at the forefront of the industry, offering advanced solutions for the ever-increasing needs of customer-oriented businesses.
