Zappix Unveils 'Agent Assist' for Simplified Customer Service

Customer service solution provider Zappix has revealed a new automation tool designed to reduce resolution times for customer inquiries using artificial intelligence.

“Agent Assist”, the company’s latest solution, allows customer service agents to provide assistance tools to customers through standard text messages in an effort to provide a convenient method of interaction. Through Agent Assist, contact center employees can send out text messages with Zappix On-Demand App, which customers can use to complete standard operational tasks, such as making payments, filling out forms, and uploading photos.

"We, at Zappix, continuously expand our product portfolio and strive to deliver the best customer experiences possible," said Yossi Abraham, Zappix President. "We are happy to launch Agent Assist — our latest service helping agents better serve customers while they are on the call. This service will help to greatly accelerate agent interactions, a key aspect of our mission to transform the user journey during contact center interactions."

Zappix’s latest texting solution also enables agents to easily manage communications with other team members for quicker response times. Along with speeding up operations for employees and customers, Agent Assist brings additional benefits including reduced call volumes, easier access to customer documents, and automated self-services for improved labor management. Zappix representatives have stated that the company aims to cut call times by as much as half with the latest offering.

Edited by Maurice Nagle