SmartAssist, an end-to-end, AI-Native contact center cloud/premise solution is powered by Intelwork AI's XO Platform, the market leader in enterprise conversational AI platforms.
AI drives the customer and agent experience with SmartAssist from start-to-finish using Intelwork AI's innovative AI-native approach from getting connected, detecting intent and routing to the management and augmentation of your live agents and contact center operations.
SmartAssist includes virtual assistance for your agents in AgentAssist, the SmartAssist Desktop, the XO Platform and flexible deployment options - automating conversation, intelligent redirection to the channel best suited to aid the customer, agent assistance and a role-based desktop for management and insights.
Engage your customers in seamless experiences through the channel of their choice with context preserved across channels and device types with the ability to accurately detect intent and automate, redirect or transfer accordingly. Ensure you're delivering frictionless, valued conversations and great outcomes whenever and wherever you engage with customers and prospects.
Agents have everything they need in a single workspace to manage omnichannel conversations.
Features: Monitors Conversations, Provides Real-Time Assistance, Performs Tasks Based on Intent Detected or Agent Request, Proactively Directs the Conversation Forward, Helps Humanize Conversations, Elevates the Agent Experience, Summarizes Conversations to Speed Up a Post-Call Wrap-Up, Machine-Learning Capabilities that Get Smarter over Time.
More Features: AI-Driven Desktop, Everything on one single desktop to minimize agent clicks and tab navigation, omnichannel conversational continuity, virtual assistant, historical conversation views for easier engagement and historical context, personalized experiences
Ditch the touch-tone based menus and keyword driven chatbots; deploy an intelligent virtual assistant to greet your customers. Deliver self-service automation to resolve all of your customers needs.
Contact center management has visibility into real-time and historical contact center and agent performance through SmartAssist management dashboard views. Managers and supervisors can monitor and track agent performance and KPIs and provide real-time assistance to agents handling omnichannel customer interaction to ensure optimal experiences.
SmartAssist takes the mystery out of automations with deep analytics that provide details on session trends, containment metrics and flow metrics. Managers, supervisors, agents and developers get roles-based dashboard views that provide metrics that matter to them the most.
With flexible deployment options, SmartAssist capabiilties can serve as a complimentary plug-and-play augmentation of your existing contact center infrastructure, or offer a full replacement contact center as a service (CCaaS) solution.
Built on top of Intelwork AI's best in class, enterprise-grade no-code platform, SmartAssist delivers a breakthrough customer experience with the ability to automate up to 80% of customer voice and digital interactions. Choose the deployment model that works for your organization.
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