Chat is a quick and easy way for your customers to communicate and get their issues resolved. However, collecting updated information about a customer through chat can be tedious for both your agents and customers. Instead, of requiring each question to be asked and answered one-by-one, the Augmented Agent Assistant lets agents provide a simple form with multiple fields to exchange with customers right through the chat interface. The forms are prepopulated with any known customer information for added efficiency, security, and accuracy, making the process straightforward for the customer and keeping them in control of their data.
It is easier on your agents as well. The Augmented Agent Assistant allows agents to quickly select the fields that need to be updated (for example, address change, email address, and so on) and activate the form across Chat or Facebook Messenger channels. While the customer completes the form, the agent is free to focus on servicing other customers and higher-value tasks knowing they will be notified via a flashing tab or an audible sound when the customer has completed their form. The Assistant automatically populates the agent’s composite view with the updated customer responses in real-time and highlights them, so the agent can get back to actively resolving the customer’s issue.
Agent view of Augmented Agent Assistant
Customer view of Augmented Agent Assistant
For more information, see the "Configuring the Augmented Agent Assistant" chapter of the Pega Customer Service Implementation Guide on the Pega Customer Service product page.