Did you know? Businesses that leverage advanced customer support tools like Live Agent on Copilot can reduce resolution times by up to 50%! Copilot is a powerful feature by SymphonyAI that enhances customer service efficiency, ensuring both quick and precise handling of complex queries through seamless transitions between digital and human agents. 
Accelerating Resolution Times
Live Agent on Copilot utilizes intelligent chat assignment and routing functions to distribute customer inquiries efficiently. Featuring two primary methods—Broadcast and Auto Assignment—this system guarantees that customer queries are swiftly directed to the most suitable live agent available.
Broadcast Method: All available agents receive the chat request simultaneously, allowing the first agent to accept the chat, thereby minimizing response delays.
Auto Assignment Method: The system uses sophisticated algorithms to allocate chats based on predefined criteria such as agent location, expertise, and current workload. This systematic approach ensures that queries are handled by agents with the requisite skills, significantly cutting down the time to resolution.
🧠 Handling Complex Queries with Expertise
For queries that machines might find challenging, Live Agent on Copilot provides a streamlined transfer process. When an end user initiates a chat transfer to a Live Agent, the system seamlessly transitions the inquiry to a qualified professional. This ensures that even the most intricate issues are resolved efficiently.
Skill-based Routing: The Live Agent feature assesses query complexity and routes it to agents equipped with the right skills. This ensures that customers receive not only a quick response but also expert solutions tailored to their specific issues.
Data Access and History: Live Agents have access to previous chat histories and customer details within the Live Agent Hub, enabling them to pick up conversations effortlessly and provide informed support.
Essential Functionalities for Live Agents
Live Agent on Copilot is designed with comprehensive functionalities that enhance the agent's ability to manage and resolve customer inquiries effectively:
Chat Transfer and Queue Management: Agents can transfer chats to others if specific expertise is required, ensuring that customer needs are always addressed by the right personnel. The system manages chat queues meticulously to prioritize based on arrival time or user priority levels.
Ticket Creation: Agents can create new tickets directly within the Live Agent Hub for follow-up actions, ensuring issues are tracked and resolved efficiently.
Canned Responses: For common queries, agents can utilize pre-defined responses to enhance their efficiency and maintain tone consistency in communications.
️ Simplifying Agent Operations with Intuitive Interfaces
The Live Agent Hub provides agents with an intuitive interface to manage customer interactions. From viewing active requests to accessing past interaction histories, the hub equips agents with comprehensive information, empowering them to provide customers with seamless support experiences. Moreover, special provisions for VIP users ensure that high-priority customers receive the attention they deserve, with options for priority routing to experienced agents.
Transform Customer Support with SymphonyAI
Leveraging Live Agent on Copilot offers businesses a distinctive edge in customer service operations. This feature not only optimizes response times but also integrates human expertise for handling complex queries, culminating in enhanced customer satisfaction and loyalty.
Embrace the future of customer support with SymphonyAI's Live Agent on Copilot—where efficiency meets excellence in customer care. 