GenAI Based Agent Assist Solution for a Large Bank in US
Overview.
The objective of the agent assist solution for a large bank is to improve customer service by leveraging AI to enhance the conversation between agents and customers. It aims to enhance the customer experience by providing seamless and personalized interaction. By leveraging AI technology, the solution is designed to understand, interact, and talk with customers in a natural and efficient manner, resulting in a more satisfactory experience.
Long call wait times and inefficient resolution processes frustrate customers.
Inconsistent information delivery across agents can lead to confusion.
Complex financial products require agents to possess a vast knowledge base.
High call volume can lead to agent burnout and impact service quality.
Solution.
The solution utilizes advanced technology to enable seamless communication between agents and customers.
Real-time audio streaming ensures immediate interaction and response. The separate audio capture for agents and customers allows for accurate analysis and understanding of each party's input.
The GenAI-powered autonomous agents use knowledge bases to provide the next best action, ensuring efficient and effective assistance. Additionally, sentiment analysis is applied to enhance the conversation by understanding and addressing customer emotions
Intuitive user interface provided for agents to easily view and utilize the solution in real time.
The Impact.
Enhanced customer experience through prompt and accurate responses by 65%.
Improved agent efficiency with quick access to knowledge and recommendations by 80%.
Optimized knowledge management for accurate and up-to-date information.
Effective sentiment analysis for tailored responses and improved customer satisfaction.
Increased customer loyalty through exceptional service and personalized interactions.
