LiveVox’s Agent Assist uses speech-to-text processing to provide agents with necessary information and guidance during interactions and automate vital processes. It acts as an information assistant to your agents when they interact with the customers. An additional pane is integrated into the Agent Desktop which enables the agents to deliver better interactions more efficiently, benefiting them, the customer, and the organization.
The transcriptions of the interactions can be used by the managers to evaluate interactions for content and display relevant information to the agent. These evaluations can range from compliance adherence to script coaching.
Agent-Assist performs the following functions:
Transcription: Agent Assist creates a highly accurate, speaker-separated transcript of the agent-customer interactions.
Auto-Summary: Agent Assist uses machine learning to create summarized notes of each interaction handled by agents, saving time and providing more accurate and detailed information than manual notetaking. Call summaries are automatically added to the customer’s profile in Contact Manager and are editable, ensuring a rich and robust record of interactions that is easily accessible when needed.
To access Agent Assist, on theWFOtab, clickSpeechIQ> Agent Assist.