How to Supercharge Real Time Agent Assist with Generative AI
Generative AI is permanently changing the real time agent assist landscape. Gleen AI, with its ability to train on your proprietary data and prevent hallucination, is the perfect real time Agent Assist application.
Introduction
Generative AI is sparking excitement across various industries. It can comprehend and respond to complex questions with accuracy and high relevance.
Chatbots with generative AI are versatile and can interact with customers. The can greatly reduce response time and time to resolution, and they can significantly improve customer satisfaction.
But some enterprises might be concerned about putting a generative AI in front of customers.
How can more cautious enterprises benefit from generative AI while managing risk?
The good news is that you can deploy leading generative AI chatbots in agent assist mode.
Agent Assist mode provides AI support to customer service agents without direct customer interaction. Agent Assist ensures a seamless blend of AI efficiency and human oversight.
This innovative technology has a special talent for understanding complex customer queries. It can craft answers that are not only relevant but also accurate.
What is Generative AI?
Generative AI is a huge technological advancement in the world of AI. Generative AI uses something called Large Language Models (LLMs).
LLMs use a vast amount of text on the public internet as training data.
As a result of this training, LLMs can understand the context and intent around complex questions.
LLMs can also predict the next most probable word in a conversation. In other words, LLMs can generate a response to any query or statement.
The ability to comprehend and generate responses gives computers the unprecedented ability to have natural, human-like conversations.
What is Agent Assist?
Agent Assist solutions give customer service agents a helping hand. Agent Assist tools make the work of customer service agents easier and help agents be more effective.
Think of Agent Assist as a sidekick for customer support agents.
Agent Assist tools have historically included internal support knowledge bases with search engines. Agent Assist tools have also included lists of frequently asked questions (FAQs), and pre-written response templates.
These tools were the go-to solutions for helping agents find answers fast. They help agents respond to customer queries efficiently.
But Agent Assist software is more than a static set of tools. Agent Assist is evolving, adopting new technologies to provide better support for agents.
The goal is always the same - to help agents deliver top-notch customer service with ease and accuracy.
Generative AI: A Game-Changer for Agent Assist
Generative AI is permanently changing the agentassist landscape. Generative AI, when used in Agent Assist use cases, becomes a superpower for agents.
With generative AI chatbots like Gleen AI, agents no longer need to search knowledge bases for relevant information.
Instead, all relevant support information is pre-loaded into a generative AI chatbot. This includes product support documents and customer knowledge bases. It can also includes records of resolved support tickets and even community support forums.
Agents can feed customer questions into the generative AI chatbot. (The chatbot can also automatically receive customer questions, but without the customer's knowledge.)
The generative AI chatbot will immediately search thru the knowledge base and generate a highly relevant and useful answer.
The agent then has several options. The agent can:
- Use the chatbot's response as it is;
- Modify the chatbot's response; or
- Ignore the chatbot's response and write their own.
The Impact of Generative AI on Agent Assist and Customer Service
Generative AI will have a lasting impact on customer service in a number of ways.
First, generative AI can assist agents in almost all use cases. Agents can use generative AI to create responses in live chat, email, SMS, or even voice support.
Second, generative AI will accelerate agents' ability to find relevant answers to customers' questions.
Third, generative AI will improve the relevance and accuracy of responses provided to customers.
Fourth, generative AI can improve response quality in an ongoing manner. When agents edit the chatbot's response or write their own response, the agents' response can serve as feedback to the chatbot. This feedback will improve future responses.
The Unparalleled Benefits of Gleen AI in Agent Assist
Gleen AI revolutionizes Agent Assist with its advanced generative AI capabilities.
Gleen AI trains on your proprietary information. It doesn't doesn't hallucinate, and you can use it in Agent Assist mode.
Some of its key features are as follows:
Advanced GPT-4 Integration: GPT-4 is the market-leading LLM. Use of GPT-4 ensures that Gleen AI has the most sophisticated language understanding capabilities.
Comprehensive Knowledge Integration: Gleen AI automatically ingests knowledge from multiple sources. Also, there's no need to prepare knowledge prior to ingestion.
Easy Information Updating: Gleen AI automatically updates knowledge, ensuring current and accurate data.
No Hallucination: Gleen AI doesn't hallucinate. Your agents can trust the answers it generates.
Here's a video of Gleen AI and a GPT from Open AI that are trained on the same knowledge. The GPT hallucinates, but Gleen AI doesn't.
Feedback & Learning: When agents edit responses or write their own responses, Gleen AI improves and learns. Future responses will improve based on your agents' responses.
Conclusion: Elevate Your Customer Support with Gleen AI
Agent Assist is a dynamic tool designed to empower customer service agents.
Embrace the future of Agent Assist with Gleen AI.
This advanced generative AI chatbot, when used in Agent Assist mode, can enhance the CS team's efficiency and effectiveness.
Gleen AI stands out for its accuracy, reliability, and ability to integrate various support channels.
It ensures your agents have the right tools at their fingertips to provide quick, empathetic, and accurate responses. And it also learns and improves over time.
Gleen AI's Agent Assist mode can boost your customer service team's efficiency and effectiveness and improve customer satisfaction.
Get a demo of Gleen AI, or try creating your own free generative AI chatbot now.
