Live agents

Live agents are real human support representatives who assist customers by addressing their inquiries and resolving issues in real-time.

What are live agents?

Live agents are customer support professionals who engage directly with customers, offering real-time assistance through various channels such as chat, phone, or email. These agents play a key role in providing personalized support and handling complex inquiries that automated systems may not address effectively.

Why live agents matter

Live agents are essential in delivering a human touch to customer service, fostering stronger customer relationships and ensuring satisfactory resolutions to complex issues. They bring empathy, understanding, and expertise that enhance the customer experience and contribute to higher satisfaction rates.

How to support live agents

Ongoing training: Provide continuous training to enhance their skills and keep them updated on product knowledge.
Access to resources: Equip them with a comprehensive knowledge base and tools like Neople to streamline routine tasks, allowing them to focus on complex cases.
Feedback and growth: Encourage regular feedback and provide opportunities for professional development to keep agents motivated and engaged.

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AI agent

An AI agent is an autonomous entity that perceives its environment, makes decisions, and takes actions to achieve specific goals, often improving over time through learning.

AI chatbot

An AI chatbot is a software application that uses artificial intelligence to conduct human-like conversations through text or voice interactions.

AI in customer service

AI in customer service involves the use of artificial intelligence technologies to improve and automate customer interactions, making service more efficient and personalized.

AI ticketing

AI ticketing involves using artificial intelligence to automate and streamline the process of managing customer support tickets, improving efficiency and response times.

AI workflow

AI workflow refers to a structured sequence of processes and tasks powered by artificial intelligence, designed to automate and optimize various business operations.

Accuracy rate

Accuracy rate measures how often a system, such as a digital coworker, provides correct responses or completes tasks without errors.

Agent utilization rate

Agent utilization rate measures the percentage of time customer service agents spend actively engaged in handling customer inquiries relative to their total available work time.

Agentic AI

Agentic AI refers to AI systems capable of autonomous decision-making and taking actions to achieve specific goals without human intervention.

Automated customer service solutions

Automated customer service solutions use technology to handle routine customer inquiries, offering quick and efficient assistance without human intervention.

Average Handle Time (AHT)

Average Handle Time (AHT) is the average duration taken by a support agent to resolve a customer inquiry, including talk time, hold time, and follow-up tasks.

Average Resolution Time (ART)

Average Resolution Time measures the typical duration it takes for customer support to resolve a customer inquiry or issue, indicating the efficiency of the support process.

CSAT

CSAT, or Customer Satisfaction Score, measures customers' satisfaction with a product, service, or interaction.

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