India, 24th Aug 2023– Kapture CX, a leading innovator in customer experience (CX) solutions, today announced the launch of Agent Assist, a comprehensive suite of AI-powered features designed to revolutionize customer service operations. Agent Assist empowers agents with unparalleled intelligence and automation, enabling them to deliver exceptional customer experiences with unmatched efficiency.
Transforming Customer Service with AI:
“The customer service landscape is constantly evolving, demanding agents equipped with the tools to excel,” said Vikas Garg, CPO at Kapture CX. “Agent Assist addresses this need head-on, providing a powerful AI suite that streamlines workflows, fosters efficient communication, and empowers agents to deliver exceptional experiences for every customer.”
Key Features of Kapture CX Agent Assist:
- Effortless Summarization: Agent Assist extracts key insights from lengthy customer emails, chats, and social media interactions, presenting a clear and concise overview. This empowers agents to grasp customer issues quickly and respond efficiently.
- Real-Time Language Translation: Break down language barriers and provide seamless global support. Agent Assist translates text instantly, ensuring clear communication regardless of the customer’s language.
- Fix Reply: Maintain professional communication with AI-powered grammar and clarity enhancements. Agent Assist suggests corrections and improvements in real-time.
- Tone Selection & Sentiment Analysis: Tailor response to the situation and understands customer emotions. Agent Assist helps agents choose the appropriate tone and analyzes conversation sentiment, enabling empathetic and effective communication.
- Profanity Detection: Maintain a professional image and prevent accidental offense. Agent Assist identifies and flags profanity before it’s sent, ensuring respectful communication.
- Magic Reply: Boost response speed and accuracy. Agent Assist suggests contextually relevant and grammatically correct responses, enhancing communication quality and efficiency.
- Agent Co-Pilot: Navigate conversations with ease. Agent Assist provides context-aware message templates for personalized responses and efficient resolutions. Agent Assist suggests intelligent actions based on the conversation, reducing reliance on decision trees and enabling context-driven solutions.
- Customer 360: Gain a holistic view of the customer. Agent Assist integrates data from various systems, creating a unified customer profile. This empowers agents to make faster and more informed decisions, leading to improved Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).
Benefits of Kapture CX Agent Assist:
- Increased Agent Productivity: Streamlined workflows and intuitive features enable agents to handle more inquiries with greater efficiency.
- Enhanced Customer Satisfaction: Faster resolutions, clearer communication, and personalized interactions lead to happier and more loyal customers.
- Improved First Call Resolution: Empower agents to solve customer issues on the first contact with efficient information access and suggested actions.
- Reduced Average Handling Time: Quicker access to key information and automated suggestions expedite conversations and improve resolution speed.
- Elevated Customer Experience: Professionalism, clarity, and personalized interactions create positive customer experiences that build lasting relationships.
About Kapture CX
Kapture is an enterprise-grade AI-powered omnichannel Customer Experience management platform with a deep focus on customer support. Kapture adapts to evolving customer expectations and transforms good customer experiences to great ones. With expertise in five key industry verticals: Retail, BFSI, Travel, Energy and Consumer durables, Kapture today is helping 1000+ businesses in 16 countries create wonderful customer experiences.
Author
Navneet Kaur
Manager- Marketing
