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Build an agent assist solution

Boost agent productivity with generative AI

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What is agent assist?

Your contact center agents are sitting at the front line. Customers expect them to have deep expertise and resolve their issue without escalation. Generative AI can augment agent productivity by automating notetaking, generating answers from trusted knowledge sources, translating interactions, and creating call summaries to reduce resolution times and the overall cost to serve

Benefits

Improve agent productivity by automating manual tasks, delivering real-time answers to help solve customer inquiries faster, and summarizing calls to enable teams to focus on the needs of the customer.
You can use AWS AI services to analyze and gain valuable post interaction insights from both on-premises and cloud contact centers and customer experience platforms like Avaya, Cisco, Genesys, Talkdesk, and others.
AI-powered automation and answers can help agents can stay focused on customers and elevate overall service quality.

How to get started

Whether you are a buyer or builder, choose from a variety of partner and open source solutions to help accelerate your implementation and deployment times to create an agent assist solution that best fits your needs. AWS Partners (ISV) accelerate your time to insights with a turnkey solution or engage an AWS Partners (SI) for consulting services to help implement an agent assist solution for your business requirements.

SuccessKPI

Pure SaaS platform for real-time and historical reports, dashboards, and analytics for IVR, ACD, call routing, and call recording. The platform provides fully integrated and end-to-end reporting for the entire contact center operation including speech and text analytics, quality monitoring, and performance reporting. it empowers customers to drive business outcomes through actionable analytics.

Contact | AWS Marketplace

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Quantiphi

Quantiphi helps companies transform their contact centers with cutting edge AI powered solutions. Experience next-gen customer care with consistent experience, improved operational efficiency, and easy scalability while driving ROI for your business. As an AWS Premier Global Consulting Consulting Partner, Quantiphi has built accelerators across the lifecycle of solution implementation which help bring Intelligence to your contact centers and make them better, faster, and more cost-effective.

Contact | Learn more

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Open source solutions

Supervisors and contact center analysts can now analyze live or recorded customer conversations, uncover trends, identify coaching needs, and automatically score agent interactions. These solutions are extensible and customizable to your fit the needs of your business.

Agent assist solution

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