AI for empowered agents and an enhanced customer experience
New feature of the omnichannel customer service software Akio Unified to boost operational efficiency, reduce costs, ensure compliance, and enhance personalization: when an interaction begins, an AI-generated response suggestion is offered to the agent. It relies on the customer’s business knowledge base (RAG technology). Benefits include a significant reduction in the agent’s drafting effort, time saved in crafting responses, accurate spelling and syntax, removal of language barriers, compliance with company processes and policies, and increased personalization.
Overview
At a glance
Akio Agent Assist Generative AI designed to enhance efficiency and personalization. Enables proactive suggestions for handling customer emails, provides conversation summaries, supports multiple languages, and incorporates relevant context through short-term memory.
Stronger Privacy and Human + AI Collaboration Akio Agent Assist ensures data protection through anonymization and human supervision, merging human expertise with artificial intelligence for a customer service that is both efficient and secure.
Key benefits
Built on experience Launched at the end of 2023, Akio Agent Assist continues to evolve to improve interaction management.
Data Privacy as priority Includes anonymization to protect customer information before AI processing.
Proactive support —Provides contextual draft responses and helpful summaries of conversations to agents
Real-time multilingual capabilities Responds in the customer’s language, overcoming language barriers in communication.
Short-term memory feature — — Helps agents refine responses by embedding contextual information during interactions.
Human oversight—————–Responses are reviewed by humans before being sent to ensure quality and accuracy.
Full integration —- — — ————Works with various data models, ensuring flexibility and access to the latest AI advances.
Detailed features
🔍 A support tool, not a replacement
Akio Agent Assist leverages AI in customer service to enhance human agents, not replace them. By supplying drafts and summaries, agents can focus on delivering personalized client interactions rather than repetitive, low-value tasks. This reflects a strategy of empowering agents through technology.
🌐Breaking language barriers
Responding in the customer’s preferred language tackles a fundamental challenge. This capability not only improves the customer experience but also expands business reach, enabling more inclusive and effective engagement strategies.
🧠Contextual awareness through short-term memory
Short-term memory allows agents to provide responses that are not only accurate but also empathetic. By adding personalized touches based on customer context, agents can strengthen relationships and boost satisfaction levels.
🔄 Flexibility Across AI Models
Flexible, Akio Agent Assist integrates with various AI models such as OpenAI and Microsoft Azure. Companies can select the technology that best meets their needs, ensuring competitiveness in a dynamic market.
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