The term “augmented agent” sounds like something from a Sci-Fi book about cyborgs. However, it’s actually an increasingly common practice in the modern CX landscape. Created by the coalition of artificial intelligence and automation, augmented agents support and enhance the existing contact centre team with new tools.
Through agent augmentation, companies can access a new kind of contact centre, where employees have access to the information they need to deliver more contextual experiences, and customers get solutions to their problems at a faster pace.
Crucially, the augmented agent isn’t about replacing the existing human contact centre employee. Instead, these solutions aim to unlock new opportunities in meaningful moments with customers.
The Basics of Agent Augmentation
Augmented agents are employees within your contact centre or CX team that use artificial intelligence, robotic process automation, and other modern tools to access greater productivity and efficiency. For instance, augmented agents might use bots to reduce repetitive work and eliminate monotonous tasks. These bots can deal with scheduling call-back appointments, sourcing information, and sending emails, so the agents can focus on dealing with more complex and creative problems.
Agent augmentation could also involve the use of intelligent routing systems with artificial intelligence, which automatically send the right caller to the person with the most knowledge in a specific field. Intelligent routing augments the agent experience by ensuring that team members don’t have to constantly pass clients over to other staff members to find someone who can properly support the customer in question. The automated system could even send the customer straight to the agent they spoke to most recently. Other forms of agent augmentation include:
- Predictive and automated dialing: This helps agents by automating the dial-out process so that they can reach as many potential leads as possible in the least amount of time
- Virtual assistants: Virtual assistants, often controlled by voice commands, can help with pulling up customer information in a contact centre when they hear a keyword. Assistants can also deliver quick access to information for agents doing research, record meetings automatically, or transcribe conversations
- Enhanced analytics: Through intelligent analytics systems, companies can see trends in customer service straight away, and even spot issues that need to be fixed. This means that you can consistently improve customer experience
An Augmented Agent is a Stronger Agent
Far removed from the previous fears that AI would overtake the human presence in the contact centre, augmented agent solutions focus on joining the best parts of AI and human creativity. Real people are still there to offer empathy and support to customers that need help with various issues. However, at the same time, they have the assistance of intelligent digital tools that enhance the experience for both agents and customers alike.
Agents have a more satisfying experience with augmentation because they’re more productive, efficient, and capable in their role. They don’t have to waste time searching for information or tracking down specific details. At the same time, customers get a better experience because agents have more support and context. The right augmented agent will be able to see everything they need to know about a customer, from the previous purchases and complaints they’ve made, to agents they’ve spoken to in the past.
