Call centers are responsible for delivering the customer promise on each and every interaction. This often involves talking while negotiating multiple complex screens. These screens range across different systems, and often have slow response times. The agent has to navigate these numerous pages for simple customer interactions.
Considering this high turnover of staff, who can take weeks to train, there should be a simple method to improve the use of automation! Now there is, and it’s called Service Assist.
Historically, Remote Desktop Automation (RDA) was used in contact centers to assist the agent with automations. However the capabilities were limited, and required specific technology on each desktop.
Service Assist is delivered as a secure web page or a “pane of glass” because it only displays the relevant information to the agent. It is fully assisted, with multiple digital workers supporting them through the call.