GenAI powered Agent Assist - Enhancing Agent & Customer Interactions

Agent Assist from Hexaware is a scalable solution built on the AWS platform, provides a single view to agents, and simplifies the agents' workflow by enhancing their ability to respond quickly and effectively to customer inquiries. By leveraging Amazon Web Services like Amazon Transcribe, AWS Bedrock, Amazon Comprehend, it provides valuable insights and guidance to agents in real time, allowing them to focus on delivering positive customer interactions.

Below are the key capabilities of the solution:

Realtime Transcription By leveraging AWS connect the solution actively listens to the live call and analyze the contexts by using Amazon comprehend, and then reads or accepts Key data points that can be extracted from the documents and transcripts and presented to the agent in real-time as a bullet-point summary.

Contextual Understanding This feature helps the solution contextualize and comprehend the key topics spoken during the call and identify the customer intents. This helps the solution keep track of the conversation topics and know what information needs to be to be searched through Generative AI.

AI driven Knowledge Base Search Instant, on-screen access to get most relevant and relevant information from the knowledge base database by harnessing Bedrock to reduce wait time for customer. It prevents agents to toggle across various source systems to gather relevant information and thus improving overall customer satisfaction level.

Next Best Action The solution adapts the recommendations to Agent as call progress to effectively suggest what to ask based on customer response and SOP. It also recommends up-sell/cross-sell opportunities to Agent that can pitched in effortlessly to customer.

Sentiment Detection Amazon comprehend service coupled with custom lambda function to analyze key text input and categorizes customer interactions in real time. Agents are trained to tailor their responses based on customer sentiments.

Call Summarization A detailed call summary with valuable conversation insights is generated by leveraging Amazon Transcribe for future reference. It also captures key components, including why the customer called, how the issue was addressed, and any follow-up actions identified thus reducing after call work (ACW).

Language Translation A real-time language translation feature has been enabled for non-voice interactions to provide multi-lingual aid to agents