Our AI-powered Agent solution has been designed with Customer Care representatives in mind, acting as a first line of support to deflect calls and to free up their valuable resource for more complex queries and high value interactions. The solution uses Engage Hub’s native Natural Language Process (NLP) engine with deep real-time integrations, meaning it can seamlessly provide answers to account queries, password reset, and take PCI-compliant payments without live agent’s support. With Engage Hub’s AI-powered Agent, organisations are empowered to provide solutions before, during and after interactions to optimise their contact centre to drive significant cost savings, increase operational efficiency through call deflection while simultaneously improving the customer experience.
What’s more, Engage Hub’s AI-powered Agent enables cross-channel recognition, meaning that solution recognises past customer interactions, no matter the channel. As customers move from one channel to the next during their lifecycle they are instantly recognised and their query can be picked up by our chatbot or a live agent.
If, however, a customer needs to speak to a live agent, we can seamlessly transition the conversation directly to a live agent using your existing Zendesk solution via our latest integration into the Zendesk Marketplace. The agent handover also includes a transcript of the entire conversation, along with details such as verification confirmation or account-specific information, immediately eliminating frustrating repetition – with the issues being resolved in matter of minutes and call duration drastically reduced.
Karen Waters, Product and Marketing Director at Engage Hub comments: “I’m thrilled to see Engage Hub be a part of the Zendesk Marketplace. With our easily configurable solution, Zendesk users can easily implement an automated first line of support without need to replace their existing agent interface. By integrating our AI-powered Agent across all your customer touchpoints and channels, Zendesk users are in position to proactively solve customer issues, avoid customer frustration and improve the customer experience across both virtual and live contact centre agents.”
Rachel Ryan, Product Manager at Engage Hub adds: “The Agent service within the Engage Hub platform is designed to be simple and quick to roll out and grow with your organisation as your business needs increase. By implementing our AI-powered Agent, you empower customers to self-serve while offering 24/7 support as well as deflecting calls to reduce costs.” Rachel concluded, “This integration is an exciting opportunity for Zendesk users to simplify and fully digitalise their first-line customer service.”
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