How to Eliminate Guesswork and Accelerate Triage With Kustomer’s Agent Suggestions

Great customer experiences depend on great agent experiences. Giving agents the right tools and knowledge is critical to empowering agents and facilitating customer-centric, empathetic support. And as studies have shown, good customer experiences have a direct impact on topline revenue, driving retention, loyalty, and word-of-mouth marketing.

However, according to Forrester, agents on average spend 35% of their time searching for information, and another 15% performing repetitive, manual tasks. They struggle with a complex toolset that gets in the way, rather than supports them in their moment of need.

What is Agent Suggestions?

Self-learning AI models that predict agent responses based on historical conversation data

• Use historical data mixed with Natural Language Processing techniques and smart filtering to suggest the three most recommended shortcuts to be used.
• Learn from your organization’s usage. Based on how shortcuts are being applied, recommendations will change over time, without any manual training needed.
• Show only the shortcuts that each agent has access to. Don’t worry, agents will only see suggested shortcuts that they either publicly or privately have access to.
• Allow agents to choose how the preview will look. If an agent wants to check all the details in a brand new modal, or just use the existing preview, it’s up to each individual. We made the new modal skippable, just in case it’s not the right fit for everyone.
• Are easy to activate. With just one click, the admin will be able to enable this functionality for all agents.

Here’s how it works.

• STEP ONE: An admin will enable the Agent Suggestions toggle.
• STEP TWO: An agent opens a message. Note: the message must come from the email channel and be the first inbound interaction.
• STEP THREE: The agent sees the suggestions. On hover, they’ll see the details of the shortcut.
• STEP FOUR: The first time an agent clicks on any of the suggestions, they’ll see a brand new modal with all the details and actions included in the shortcut. This new modal is skippable, so if you don’t need to see a detailed view and choose to skip this step, all you have to do is check a box. The next time you see a suggestion, just hover it to see the shortcut information or click to apply it.
• STEP FIVE: The agent clicks to apply the shortcut.

How will Agent Suggestions evolve?

Customer service teams are constantly trying to be as effective and productive as they can, and Agent Suggestions can help organizations achieve that mission. A good first step for this feature is shortcut suggestions, because shortcuts are already a great productivity tool that allows agents to do multiple actions with a simple click.

However, our plans go beyond shortcut suggestions. In the future we plan to expand the functionality with knowledge base article suggestions, similar/related conversations, or even custom actions such as returns, refunds or discounts that could be initiated from the suggestions view.

All these capabilities, tailored to each of the agents and leveraging our self-learning models and smart filtering techniques, will become an essential tool for agents, helping them be more efficient and effective.