The Powerhouse Behind Exceptional Service: Agent Assist with GenAI

Agent Assist

Imagine you’re stuck at an airport with a lost boarding pass. Traditionally, you’d wait in line to speak with a representative, potentially facing a lengthy delay. Today, many airlines utilize automated kiosks or mobile apps. These systems leverage automation to streamline the process. Passengers can simply scan their ID, retrieve their boarding pass reprint, and even select their seat – all without human intervention.

This automation frees up airline staff to handle more complex issues, while simultaneously offering passengers a faster and more convenient experience. Now, let’s bridge the gap from airports to customer service centers. Just like automation streamlines the airport experience, AI Agent Assist transforms the way customer support operates with the help of GenAI. It empowers agents and elevates customer interactions, ensuring a seamless and efficient experience.

Imagine a world where customer service agents are no longer burdened by information overload and repetitive tasks. Instead, they wield the power of GenAI, transforming each interaction into a potential success story. It acts as a pillar of support for agents, equipping them with insightful data, intelligent guidance, and real-time intelligence.

Here’s how AI Agent Assist parallels the automation found in airport processes:

  • Personalized Customer Support: Much like how automated systems in airports recognize passengers’ IDs and provide personalized services, AI Agent Assist enables customer service agents to access relevant information about customers instantly. This allows agents to deliver personalized support tailored to each customer’s needs and preferences from the beginning of the interaction.
  • Streamlined Inquiries: Just as automated systems in airports categorize and prioritize passenger inquiries based on urgency or topic, AI Agent Assist categorizes and organizes customer inquiries, allowing agents to efficiently address critical issues and resolve simpler questions quickly. This streamlined approach ensures that customer inquiries are handled promptly and effectively.
  • Enhanced Efficiency: Similar to how automation in airports frees up staff to focus on more complex tasks by handling routine processes such as check-in and boarding, AI Agent Assist automates repetitive tasks in customer service, such as order lookup and information retrieval. This frees up agents’ time and allows them to dedicate their attention to addressing more complex customer needs, leading to increased efficiency and satisfaction.
Agent Assist GenAI

“Is your CX program already using AI to predict the “next-best experience” the customer

needs and prompt “next best actions”? If not, catch up. The gap between AI high

performers and laggards is expected to widen with the advent of generative AI. McKinsey

reported that AI high performers are outspending their peers (high performers were five

times more likely to spend more than 20% of their digital budgets on AI), and are using AI

more broadly across the organization (in four or more business functions).”


In the ever-evolving landscape of customer service, equipping agents with the appropriate tools is of paramount importance. This necessitates the introduction of Agent Assist with GenAI – not fantastical heroes, but rather sophisticated suites of features designed to optimize workflows and elevate agent capabilities.

By implementing these features, organizations can demonstrably enhance their customer service operations.

Let’s explore some of the features that can empower agents and elevate every customer interaction.

1. Summarize Ticket for Easy Analysis

No more wading through lengthy emails!  This feature utilizes natural language processing (NLP) to automatically condense messages across platforms, extracting key details and summarizing customer concerns. This empowers agents to grasp issues swiftly, leading to faster initial responses and a smoother experience for the customer.

2. Enhance Response Clarity with Reply Correction

Maintaining professionalism is crucial. This feature acts as a safeguard, identifying grammatical errors and typos in your response drafts. It suggests corrections, ensuring polished communication from the outset and fostering trust with the customer.

3. Choose Tone for Correspondence

Finding the right tone can be tricky. Tone Selection provides suggestions for maintaining a professional, empathetic, or friendly tone depending on the situation, ensuring your message resonates with the customer.

4. Suggest and Expand Replies for Detailed Response

Time is of the essence. This feature analyzes ticket content and suggests appropriate responses, providing agents with a solid foundation for crafting effective messages. Additionally, Expand Text allows agents to flesh out concise responses with relevant details, ensuring comprehensive solutions are delivered without sacrificing efficiency.

5. Filter Inappropriate Language

Maintaining a respectful environment is vital. This feature acts as a digital safeguard, identifying and masking offensive language used by customers. This fosters a professional environment and reduces the risk of negativity that could escalate situations and damage customer relationships.

6. Automate Replies with Magic Response

Repetitive tasks can take a significant chunk of an agent’s time. Magic Reply automates responses, freeing up agents to focus on complex issues and deliver faster resolutions. Imagine instantly providing clear answers to common inquiries – it’s magic for both customers and agents.

7. Translate Language for Effective Communication

The global nature of business necessitates effective communication across language barriers. Language Translation bridges this gap by providing real-time translation capabilities. This allows agents to communicate seamlessly with a global audience, expanding your customer base and ensuring clear communication that fosters deeper customer relationships.

The Future of Customer Service is Now: Embrace Agent Assist with GenAI

The landscape of customer service is constantly evolving, and AI Agent Assist with GenAI represents a quantum leap forward. It’s not just about automation; it’s about empowering agents to become superheroes of service.

1 . Reduced Agent Burnout: By automating repetitive tasks and equipping agents with the right tools, AI Agent Assist demonstrably reduces stress and burnout.

2. Increased Customer Satisfaction: Empowered agents deliver faster, more accurate, and professional service, leading to happier customers.

3. Improved Agent Retention: A more positive work environment with efficient workflows fosters higher agent satisfaction and retention.

4. A Global Customer Base: Language Translation breaks down communication barriers, allowing you to connect with customers worldwide.

5. The data is clear: AI is the future of customer service. Don’t get left behind.

By embracing Agent Assist with GenAI, you can unlock a new era of exceptional customer service. Get ready to transform your customer interactions from transactions to triumphs.


Gartner, How Generative AI Will Transform Your CX Program, Maria Marino, 4 December 2023

#Gartner, Emerging Tech Impact Radar: Customer Experience Analytics, Adrian Lee, Annette Zimmermann et al, 12 January 2024DISCLAIMER: “Gartner does not endorse any vendor, product, or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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