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Empower agents with the tools and knowledge to resolve issues faster
Boost agent performance and productivity with real-time guidance and workflow automation.
Enhance customer interactions with real-time guidance and automation
U-Assist empowers agents with real-time guidance tools, facilitating seamless navigation through customer conversations, immediate issue resolution, and automation of repetitive post-call tasks.
U-Assist benefits
Not only does the U-Assist support your agents during every call, it can significantly speed up and reduce manual after call work, allowing agents to take on more calls and reduce wait time.
With U-Assist in-call agent guidance, agents perform better and can take ownership in their work.
They get more done, meet or exceed performance expectations, spend less time on tedious tasks, and have the tools to succeed on every call.
The in-call agent assistance analyzes customer sentiment, pulls account data, and discovers revenue opportunities – all while supporting the agent and helping them solve the original customer problem.
From your in-call data, your business can run dedicated campaigns to suggest appropriate, customer-centric product upgrades.
The results speak for themselves
50%
reduction in agent onboarding time
80%
reduction in error rate
35%
reduction in average handle time
20%
improvement in first contact resolution
20%
reduction in agent attrition
Uniphore named a leader in Stand-Out Enterprise AI Solutions
U-Assist features
Supervisor application
Gain full visibility into agent and team performance through a unified dashboard. Monitor calls with real-time transcription, automated alerts, and the ability to offer feedback during the conversation—empowering agents to improve performance on the spot and ensuring better customer outcomes.
AI conversation summaries
Automatically generate call and chat summaries using real-time transcription and Generative AI to capture disposition, key points of the conversation and actions taken during the interaction.
Real-time knowledge assist
Help agents find the information they need without the time-consuming search through knowledge base articles. Uniphore’s Knowledge AI unifies information from across your data sources to provide agents with fast, accurate answers to customer inquiries.
Promise management and tracking
Detect and capture promises made by agents during calls. With U-Assist’s promise management tool, agents can track fulfillment progress and update customers with status changes to ensure promises are kept.
How it works
U-Assist guides contact center agents with real-time, in-call guidance. Agents can navigate complex conversations, drive resolution, and adhere to regulatory compliance requirements – all without putting the customer on hold. It also automates after call work to ease the burden on your agents, allowing them to perform their best.
Driving business impact
30% reduction in ACW for 40,000 agents
Leading Telco Company and improve operational efficiency and consistency worldwide.
60-second reduction in AHT
AmeriHealth and Uniphore simplify the path to better health outcomes.
As we continually strive to deliver the best member experience in our industry, our partnership with Uniphore has enabled PSCU’s contact center agents to have more interaction with members and spend less time on manual tasks.
Rini Fredette
SVP Contact Center
Frequently asked questions
U-Assist is the most comprehensive agent assistance solution in the market, viewing agent guidance through a holistic lens consisting of real-time guidance, automation, supervisor monitoring and reporting, and agent coaching.
U-Assist (real-time agent assistance) transforms contact centers into value centers. It helps improve operational efficiencies, customer experience, agent experience, and drive revenue.
More specifically, U-Assist agent assist can impact the following metrics by:
- Reducing average handling times (AHT)
- Improving first contact resolution (FCR)
- Reducing after call work (ACW)
- Improving customer satisfaction (CSAT)
- Reducing agent onboarding and ramp-up time
- Improving conversion rates for upsells and cross-sells
If you want to learn more about U-Assist real-time agent guidance and our other AI solutions, book a demo with our team today.
