5 Ways Agent Assist Tools Reduce Agent Burnout
Are you a leader of customer facing people in your organization? Maybe a COO, VP of Sales, or SVP of Customer Support? Then you know that finding the right people, bringing them to competency, and ensuring quality and performance across the board is no easy feat. Losing good people is crushing to the bottom line and relationships with customers.
There is an answer, and that is brought about via the advent of the advent of generative and agentic based AI technology. The big change comes from delivering real time support to agents via AI surfaced playbooks, alerts, and immediate access to guidance.
As AI infused technology moves into the front seat of CX, the ability for a company to remain competitive and economically viable, essentially sustainable, will be directly related by their ability to consume and leverage AI. This should be known and embraced by the c-suite of every business.
“This should be known and embraced by the c-suite of every business”
In a perfect world, there is a way to get your Customer Experience And AI Strategy dialed in before you fine tune your technology. The ActivateCX Framework is the best way I know to get that done quickly.
However, if you are itching to drive change and need a tactic that works, understanding the 5 ways you can help your customer facing people get better is at your fingertips.
A critical component and starting point for AI adoption and strategy creation is the application of AI driven Agent Assist technology. This is why!
Gets agents to competency faster
Crushing agent turnover improves cost metrics related to managing a team while also bolstering customer satisfaction. Much of agent turnover is related to a combination of poor instruction, lack of support and training, and continually negative interactions. Basically, customer facing employees can feel like they are on an island and not ready for the experience. Agent assist, provides training wheels for new agents, getting them to confidence soon and can alternatively be configured to deliver nuanced insights for more experienced agents.
First-call resolution improvements cut operational waste
Bain & Company research shows that companies with superior customer experience achieve 4-8% higher revenue growth than competitors³. A key driver: resolving issues on the first interaction. Industry benchmarks show that each repeat call costs $6-12 in operational expense⁴. When CX automation helps agents access complete customer context and suggested solutions instantly, resolution happens faster with fewer callbacks.
Uncovers blind spots
A client once told me they weren't concerned about what they knew, it was possible blind spots that kept them up at night. That is a spatially aware perspective! Traditional methods of routing callers to an agent follow skills-based routing. This process is kept simple for callers, but it is remarkably un-nuanced. Using agent assist, we are capturing real-time transcripts + AI infused insights and assessment. When you funnel the agent interactions into a conversational intelligence platform, you supercharge the take-aways from this interaction. The insights will cover sentiment, completeness, compliance, and customer intent. This is a new world of nuance and perhaps an ability to surgically effect change.
Properly summarizes the interaction, reduce after action
Every salesperson or customer support agent knows that writing notes about an interaction and updating the CRM or CSM app is time consuming. It can take anywhere from 30 seconds to several minutes based on the complexity of the conversation. That time doesn’t sound extensive, however the cumulative impact of that time over weeks and numbers of people can actually be material. What if you could get 10-15% of your time back. Using an AI to summarize the conversation, identify next steps, and automagically post the information to a ticket, case, or opportunity is money.
Captures data for conversational intelligence
As mentioned above, the inspection across ALL interaction data results in surfacing customer intent, which is rocket fuel for training, coaching, user stories, updated knowledge-base activity, and increased API connections to structured data. All pre-requisites for customer facing AI. These user stories and nuanced understanding will naturally focus your AI initiatives across Agent Assist and Conversational AI over the first 36 months of AI program launch. Predictive AI based analytics will get you the rest of the way in your business (not just digital or AI) transformation.
In Summary
Agent Assist safeguards and supports your relationship with your customer facing people. Reducing churn means you are hiring correctly, bring them to competence, supporting them in the customer interaction, and thoughtfully iterating the experience.
People are your largest customer facing investment and improving their performance will help you optimize this enterprise. It will improve coaching & training, interaction routing, process automation, flip your CX business from being reactive to pro-active, and set the table for AI transformation.
We believe it is important to get a level set on your AI readiness. And then, based on your position, take a strategic and not tactics driven approach to adoption.
Frank Rogers
From Deloitte to Arroyo360, Frank Rogers is a seasoned business & digital transformation leader. As the CXO @ Arroyo360 Frank leads the CX practice, helping clients to improve customer experience as part of establishing their competitive edge. As a business architect, Frank brings frameworks and methodologies that surface and shape the strategies and technologies that improve conversion, amplify engagement, and provide data insights that inform decisioning.
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