Agent Assist: Add-On for Core SX

Overview

Agent Assist is Available as an add-on to Core SX, it delivers a new Agent Experience by integrating SupportLogic Insights and GenAI capabilities directly into the SupportLogic UI and customers’ CRM as embeddable iFrames (to update from within CRM via iFrames please check this link).

This enhancement equips agents with powerful tools to manage their workflows efficiently, prioritize tasks, and deliver high-quality customer service.

Capabilities within SupportLogic UI  (Key Features of Agent Assist)

1. Manage Backlogs with the "My Cases" Page

Agents can better organize their workload with a centralized view of their cases. The "My Cases" page features a prioritized list of cases, each highlighted with critical SupportLogic activities that demand immediate attention, such as:

• Attention Score
• Sentiment Score
• Signals
• Missed SLA Targets

This clear prioritization ensures agents focus on the most pressing issues, improving efficiency and response times.

Agent Workspace - My Cases

2. Efficient Case Assignment

Agents can seamlessly pull or assign cases to themselves by filtering unassigned cases using criteria such as:

• Queues
• Priority
• Case Metadata

This functionality streamlines case allocation and ensures every case is promptly addressed.

Agent Workspace - Unassigned Cases

3. GenAI-Powered Case Summaries and Productivity Tools

SupportLogic’s integration with GenAI provides agents with a summary of each case, enabling them to:

• Quickly understand the case context.
• Craft effective responses with productivity tools like:
  • Grammar Assist: Improve the clarity and professionalism of responses.
  • Translation Assist: Break language barriers by translating communications.
  • Tonality Assist: Ensure responses align with the desired tone, whether empathetic, formal, or assertive.

These tools empower agents to communicate more effectively, saving time and ensuring customer satisfaction.

Agent Workspace - Case Detail -> Case Summary

Agent Workspace - Case Detail → Reply with Summary, Tonality, and Grammar

4. Make Case Updates Directly

Agents can:

• Add Internal Case Notes: Collaborate with team members by documenting case-specific insights.
• Update Standard and Custom Case Fields: Ensure all case information is accurate and up-to-date, simplifying the resolution process.