Agent Assist Software & Why Not To Buy
As many operations leaders know, AI is a hot topic. But agent assist software isn’t anything new. But with the advancements in natural language processing (a branch of AI), agent assist has taken off and for the better.
It’s been proven to improve customer service and boost agent productivity, making agents more effective and efficient. An operations leader’s dream!
But before you jump on the bandwagon, let’s take a closer look at why you actually need this type of software. Honestly, you might be better off without it and save your money for other types of technology.
Here are five reasons as to why you might NOT need agent assist software.
Reason #1: You’ve Got Superhuman Agents
You’ve assembled a team of customer service rockstars who perform great consistently. Hats off to you!
While even superheroes need a little help sometimes like Iron Man had JARVIS, you might want to invest in a better IVR platform or QA performance monitoring system instead of agent assist software.
Remember it isn’t about replacing your agents, it’s about empowering them with tools to perform even better.
Reason #2: Your Customers Prefer AI/Chatbots
Nothing beats good old-fashioned human interaction, right? That’s not always the case. For some businesses, like restaurant reservations or hotel reservations, a virtual assistant or chatbot can make a good portion of your revenue. Customers value efficiency and accuracy, something AI can handle.
Investing in agent assist software might not be the right move if you only have a few agents and very low attrition rates. Again, there are positives to having agent assist for tenured agents, but if your budget is limited it can wait.
Reason #3: You Can’t Justify the Cost
We get it – budgets are tight and you need to see an ROI for any type of new tech. But here’s the thing about agent assist software – it’s an investment, not an expense.
Sure, there’s an upfront cost, but think about the long-term savings in terms of agent productivity, customer satisfaction, and operational efficiency.
If you’re looking around for agent assist and a vendor can’t show you the results their tech has given customers, then it’s time to go elsewhere.
But at the end of the day, if you don’t have the budget, it might not be the time to invest in agent assist software.
Reason #4: You Don’t Have Defined Playbooks or Scripts
If your current customer service operations are humming along smoothly without a script then it might not be the right time to invest in new tech. We hope that you’re following current regulations to remain compliant, but if you ever want to upgrade your processes that’s where agent assist comes in
Think about it as optimizing and future-proofing your operations. By staying ahead of the curve, you can ensure that your customer service remains top-notch, no matter what challenges come your way.
But keep doing you.
Reason #5: It’s Too Complicated to Implement
Alright, let’s address the elephant in the room – if a company makes things too complicated for you to see the value this might be a vendor issue, not a tech issue.
But we get it, change can be daunting and some people don’t want to put in the work.
Just remember, investing a little time now can save you a whole lot of time later.
Conclusion
While we hope you don’t fall into any of those categories as we think agent assist software is a game-changer, we understand every situation is different. That’s why we put this together for you.
In all, while agent assist software might not be a one-size-fits-all solution for every company, it’s certainly worth considering for operations leaders looking to take their customer service to the next level.
The best part about Abstrakt (tooting our own horn), is we show you the entire platform on the first demo, do some role-playing so you can see how fast our agent assist software is, and discuss pricing. We don’t want to waste your time. So if you’re considering testing out the options, all we ask is you include us in the conversation.
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