With Real-Time Agent Assist, Say Goodbye to Frazzled Contact Centers and Hello to Smooth Operations and Exceptional Customer Service!

Contact Center businesses are an ever-growing industry. Even with the uptake of self-service options for customers, contact centers are in demand as there are boundaries to its effectiveness. Approximately 70%, attempt to utilize self-service during their issue resolution journey but only 9% of calls are wholly resolved through self-service, the majority of customers, around 81%, still prefer to communicate with an agent when it comes to complicated issues.

As contact centers continue to evolve, the need for real-time agent assistance solutions is becoming increasingly apparent.?

Contact centers are tasked with handling an ever-increasing volume of inquiries and support requests from customers, and providing efficient and effective customer service is crucial for maintaining customer satisfaction and loyalty. Real-time agent assist solutions can provide contact center agents with the tools they need to improve their performance, increase productivity, and enhance customer satisfaction. In this blog, we will explore the benefits of real-time agent assist solutions for contact centers. These solutions provide agents with access to relevant information, prompts, and suggestions that can help them to respond to customer inquiries more effectively.?

One of the primary benefits of real-time agent assist solutions is that they can help agents to provide more personalized service to customers. By providing agents with access to customer information, such as previous interactions and purchase history, real-time agent assist solutions can help agents to tailor their responses to each customer's unique needs and preferences. This can lead to increased customer satisfaction and loyalty, as customers are more likely to feel valued and understood by the contact center.

Mihup’s Real-time Agent Assist solution can transform your contact center operations by empowering your agents to deliver better customer service. With RTAA, agents can quickly identify and understand customer needs, offer personalized solutions, and capitalize on cross-selling and upselling opportunities. Mihup’s Real-time Agent Assist solution can simplify agent tasks, increase productivity, and offer real-time cues to help agents meet their key performance indicators (KPIs).

By providing agents with real-time cues and guidance, Mihup’s Real-time Agent Assist solution can significantly improve their performance, resulting in faster issue resolution and higher customer satisfaction rates. Additionally, this tool can help agents identify cross-selling and upselling opportunities, which can increase sales and customer retention.

With the Real-Time Agent Assist solution, contact centers can stay ahead of the curve and enhance their operations.

The top product features include:

• Agent Cues: Enables team leads to set relevant real-time cues to handle different scenarios. Cues for agents depending upon their areas of improvement to cues for new joiners, successful sales, objection handling, and more. Mihup’s Real-time Agent Assist solution provides a range of cues to generate desirable responses.
• Note Taking and Bookmarking: Mihup’s Real-time Agent Assist solution makes it easy to take quick notes via live transcriptions. Its bookmarking feature allows agents to revisit the notes later or share them with their managers and also eliminates the need to listen to every minute of the conversation as agents can directly go to the important parts of the call.
• Call Summary: Presents the entire conversation as a small snippet, freeing agents from the task of manually summarizing calls and enabling them to view, add or edit parts of the summary, which is then automatically inserted into the CRM. This automatically brings down after-call work for agents, improving experience and retention.
• Integrated CRM and KMS: By integrating with your CMS, Mihup’s Real-time Agent Assist solution can automatically fetch data from KMS or CRM and display information. E.g., during a customer call, the solution auto-fetches customer data and informs about the next best step. Agents can also fetch crucial product information and FAQs by using the search feature of the console.
• Task Automation: With inbuilt RPA, all mundane tasks such as updating call summaries, comments, scheduling, broadcasting, messages, and more are automated so that the agent can focus on what matters the most, i.e., enhancing the customer experience while improving on the KPIs.

In addition to the aforementioned benefits, Mihup’s Real-time Agent Assist solution offers several other useful features. These include AI-suggested responses, real-time coaching and reinforcement, hand-raising and live assistance, guided workflows, autofill checklists, real-time redaction, and real-time transcription.

The AI-suggested responses feature can help agents quickly craft effective responses to customer queries. The real-time coaching and reinforcement feature can provide agents with real-time feedback on their interactions, allowing them to improve their performance. The hand-raising and live assistance feature enables agents to request help from supervisors or subject matter experts when required. Guided workflows and autofill checklists can help agents navigate through complex processes or transactions efficiently. Real-time redaction ensures that sensitive or confidential information is protected in real-time. Finally, real-time transcription can accurately capture and record all customer interactions, which can be used for future reference or quality assurance purposes.

Mihup’s Real-time Agent Assist solution can have a significant impact on contact center operations. By implementing this solution, contact centers can achieve a 20% increase in sales conversion, save approximately 5 hours per week through automation, and witness a 25% faster agent onboarding process.

Discover more about Mihup’s Real-time Agent Assist solution here.

About Mihup

Mihup is a leading Conversation Intelligence platform for boosting contact center performance. Built on an ASR technology that is proprietary, we offer the best blend of accuracy, speed and cost-effectiveness. We are an ISO 27001-certified company and ensure world-class information security standards. Our conversation intelligence platform has handled over 100 million interactions for customers ranging from small businesses to enterprises, across domains like BFSI, BPOs, e-commerce, logistics and automobiles.

You can learn more about Mihup and what we do?here.