SmartAssist: redefining the AI contact center in the digital age



For any company managing a contact center to handle customer requests, it's no secret that agent turnover is high. While this makes a lot of sense, dealing with unhappy and frustrated customers on a daily basis can be very draining, the problem is deeply rooted in agents not having the right tools or information during the conversation.
Agents aside, the inability of contact centers, now handling much higher call volumes post-pandemic, to deliver fast and pleasant customer experiences is having a much greater impact on business KPIs, such as lower customer satisfaction (CSAT) and customer loyalty, often measured by NPS Scores.
For years, most contact centers have struggled to provide effective self-service and personalized responses for each customer. While AI technologies are being adopted to alleviate these challenges, success has been limited. Some 70-80% of businesses worldwide agree that they are not currently getting the best out of AI in their organization's contact center. took these considerations seriously and set out to solve these challenges for both customers and contact center agents.
The mission was simple: empower contact center agents with the right information exactly when they needed it, delight customers with a personalized response through their preferred channel, and consequently drive extraordinary business results or KPIs (as I mentioned earlier).

And here we are! is proud to announce the release of SmartAssist, the world's first contact center solution as a service [CCaaS]. the world's first native artificial intelligence solution.
Built on's industry-recognized, enterprise-class codeless conversational artificial intelligence platform, SmartAssist accurately responds to the most sophisticated conversations across voice or digital channels, automatically escalating conversations to live agents with real-time context assistance to move conversations forward and generate an enjoyable experience. close.
SmartAssist comes integrated with the AgentAssist virtual assistant to help live agents understand past history/context, as well as an intuitive desktop console that allows agents to easily manage conversations.
Here are three ways SmartAssist will redefine contact center experiences by leveraging the industry's most advanced and comprehensive innovations:
The power of of automation. SmartAssist is the industry's first native AI platform that is built from the ground up using's patented natural language understanding (NLU) innovations. Solutions built on these innovations have helped customers automatically resolve their issues through voice or digital channels with containment rates as high as 90%! This means that a virtual assistant can solve 90% of customer issues, without the need to speak to an agent.
This not only generates significant cost savings, but also increases CSAT (customer satisfaction) and NPS (customer experience or CX) scores.
SmartAssist is also the only contact center solution in the industry that leverages its AI/NLP technologies to intelligently orchestrate customer requests through automation, detour to chat or live agent escalation. This offers a unique and optimized experience for customers and agents alike!
The power of agent's assistance. SmartAssist uniquely empowers agents to deliver extraordinary customer experiences with a unified agent workspace (or agent desktop) and a virtual assistant dedicated to "assisting" an agent while having a live conversation with a customer (or AgentAssist) leading to increased CSAT, decreased agent attrition and reduced support costs.
The agent desktop provides a single workspace for all conversations. With robust features such as AgentAssist, peer-to-peer and manager chat collaboration, escalation to chat/video and joint navigation, agents have everything they need to provide the best customer service.
A key capability of AgentAssist is that it listens to the customer's conversation by voice or chat and provides suggestions to the agent, including real-time answers to frequently asked questions, requesting information from the customer and then executing the request with back-end systems and completing the transaction. 
It also has capabilities designed specifically for agent supervisors! See this presentation for a deeper understanding of these capabilities.
The power of flexible deployment. SmartAssist is designed with flexibility in mind. Depending on individual customer needs and preferences, it can be deployed to augment your existing telephony system with just the modules you need, or it can be deployed as a complete, stand-alone contact center solution. SmartAssist is the only contact center-as-a-service [CCaaS] solution in the world that is AI-native and integrates automation and agent assistance components into a complete end-to-end solution, as well as providing customers with full deployment flexibility to protect their existing investments.

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