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Agent Assist

Setting agents up for success from the first point of contact
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Outstanding CX Made Easy

With a conversational guide at their side, agents can anticipate what customers need through real-time, next-best actions, delivering optimal support for every scenario…even the most complex ones

Your business is growing faster. You’ve got more customers, with agents and managers that need all the help they can get.

Optimizing customer support is essential to growing your business and preserving your bottom line. AVA Agent Assist helps your agents efficiently resolve complex issues.

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Reduces Agent Effort

Your agents receive proactive information and next best actions to reduce handle time, expedite after-call-work time and improve agent engagement.

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Delivers ‘Right-First-Time’ Customer Support
Real-time error identification empowers first-contact resolution, mitigate errors, and creates a consistently great customer experience.
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Minimizes the Need for Manual Supervision
Your agents having the answers they need at the point of contact, reduces training efforts and manual interventions.

All About Agent Assist

Alorica Agent Assist creates a better and more consistent customer experience and sets your agents up for success using the power of artificial intelligence; giving your agents the answers they need—exactly when they need them
  • Real-time Support

    Next-best actions and real-time shortcuts proactively put your customers’ needs first.

  • Interaction Updates

    Systematically recognizes and updates all key interaction impacts into conversation notes.

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  • In-App Automation

    In-app automations perform tasks and capture customer information inside any integrated application—without leaving the Agent Assist interface.

  • Discussion Guidance

    Script adherence monitoring makes it easy to manage customer conversations with suggested corrections to ensure agents stay on script.

  • CX Safeguard

    Escalation assistance identifies warning signs early, providing automated escalation summary points to safeguard customer satisfaction.

The Alorica Advantage

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2 Billion Interactions

With billions of interactions under our belt, we understand which interactions will drive KPI performance with the use of Alorica’s Agent Assist. And we stand up pilots to prove initial value and optimize the platform to deliver the best results.

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Agent Participation

Every interaction is an opportunity to train our Agent Assist platform. Our agents act as knowledge engineers by continuously scoring results and suggesting updates.

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Program Optimization

We work seamlessly with training, quality, and workforce management to optimize across the entire operational model—maximizing value and effectiveness.

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Continuous Improvement

AVA Agent Assist can incorporate speech and text analytics to rapidly train and optimize delivery and identify new use cases.

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Our Own Client

We know where you’re coming from because we have the same needs, too. And we rely on Agent Assist with our own agent onboarding to make our business the best it can be. 

With billions of interactions under our belt, we understand which interactions will drive KPI performance with the use of Alorica’s Agent Assist. And we stand up pilots to prove initial value and optimize the platform to deliver the best results.

Every interaction is an opportunity to train our Agent Assist platform. Our agents act as knowledge engineers by continuously scoring results and suggesting updates.

We work seamlessly with training, quality, and workforce management to optimize across the entire operational model—maximizing value and effectiveness.

AVA Agent Assist can incorporate speech and text analytics to rapidly train and optimize delivery and identify new use cases.

We know where you’re coming from because we have the same needs, too. And we rely on Agent Assist with our own agent onboarding to make our business the best it can be. 

Results You Can Measure

23%

AHT improvement six months after Agent Assist launch

14%

Improvement in first call resolution 

15%

Handle time improvement using Alorica agent assistant

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Ready to Get Started?
Create better, more consistent customer experiences by using the power of artificial intelligence to give your agents the answers they need.  
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Alorica Inc. (“Alorica”) is the holding company of various direct and indirect subsidiaries, including Systems & Services Technologies, Inc. (SST). Many of Alorica Inc.’s subsidiaries operate under the brand, Alorica, but all remain separate legal entities.