Customer service agents can truly make or break the customer experience (CX). In fact, Forrester predicts in 2021 that “[a]gents will become more critical to nurturing and growing existing customer relationships.” But thanks to inefficient customer service tools, many agents waste valuable time searching for information—combing through knowledgebases, opening multiple windows and applications, and wading through loads of detailed documentation—all while a customer grows frustrated waiting on the other end.
And with high turnover in contact centers, new agents don’t always have the answer to every question or know which process to initiate to solve a customer’s problem, which can lead to longer handle times as they transfer customers to other departments and escalate incidents to their more experienced colleagues.
Enter Agent Insights, a feature designed to effectively solve these challenges. In our most recent Quarterly Update on Innovations for Advertising and Customer Experience, we introduced our latest release of Agent Insights within the Oracle B2C Service agent desktop.
Let’s take a closer look at how this feature simplifies the agent experience and helps service organizations deliver the seamless experience customers have come to expect.
Agent Insights provides prescriptive guidance by surfacing actionable insights, recommendations, and relevant content to customer service agents in real time. Connect your artificial intelligence (AI) and machine learning (ML) services to your B2C Service application, and you can access real-time intelligence to automatically generate the next-best action suggestion for your agents.
This capability is not only designed to improve agent efficiency, customer satisfaction, agent and customer retention rates, and speed to resolution, it also helps eliminate friction in the agent experience and reduce agent onboarding time.
Agent Insights prominently displays suggested action tiles in a modern, easy-to-navigate panel, making it easy for agents to simply click and select the next-best action to address a service issue.
Action options include: inserting standard and approved responses for common issues, opening related incidents to gather more context, answering an inquiry by attaching a knowledge article, opening a recommended script, and updating a field or the severity level of an incident, among others.
Many next-best action systems depend on black-box AI algorithms to determine which recommendation the system presents, making it impossible to ensure consistency or predictability. But Oracle’s Agent Insights offers customer service managers the ability to configure recommendations to deliver reliable, predictable agent and customer experiences.
In addition to connecting your AI/ML services to your Oracle B2C Service application to determine which recommendation to display, you can also configure how, where, and when recommendations are presented within the intuitive workspace rules editor, which B2C Service administrators are already very familiar with. See it in action in the short video below.
Oracle Service continues to deliver next-generation service experiences for both agents and customers. To learn more, check out our latest Quarterly Update on Innovations for Advertising and Customer Experience.
Looking for powerful and intelligent B2B, B2C, and field service solutions that connect relevant customer data across your organization to help you predict the need for service and deliver personalized customer experiences? See why you should choose Oracle Service over Salesforce or Zendesk.
Carrie West is a Senior Product Marketing Manager at Oracle. Focused on go-to-market initiatives for Oracle Sales, Carrie has extensive experience in setting strategy, driving execution, and obtaining measurable ROI for marketing and sales initiatives.