December 11, 2020

Onboard Your New Agents Faster with AI-Based Customer Support

Consider this scenario: You've just recently hired a new customer support agent. Everyone's thrilled, and you're fishing through the supply closet to pull out the welcome banner. 

There's just one problem: Your team has a flurry of tickets coming. Customers are calling and emailing. A product functionality isn’t working right. You are essentially being pulled in 437 different directions. You know onboarding your new agent is critical to getting them customer-ready and oriented to company and customer protocol, but you don't have time. 

Time. We all know time is a precious commodity in any organization. More often than not, though, there's not enough of it when it comes to adequately training a new hire.  Still, whether they're seasonal or not, agents need to be adequately onboarded so they can digest various current and historical company knowledge and gain confidence in themselves. For companies that desperately need help in their customer support efforts, time is of the essence. 

There is a convenient and engaging solution that managers like you can deploy to combat these issues: Artificial Intelligence. AI-based computer support is increasingly becoming a must-have to getting your new agents up to speed faster.

Keep reading for various ways AI can enhance the onboarding process for customer service or support agents. 

Freeing Up an Agent’s Time

The job of being a support agent is multi-faceted, and their tickets can run the gambit. Often, agents spend a chunk of their day taking on lower-level tasks or tickets, which pulls them away from other parts of their job, like learning more about your company’s history or policies. 

AI, such as Agatha Solve can quickly answer these tickets. Solve answers common questions using self-service options, like your knowledge base articles or help desk templates, while still providing top-notch customer service to those who need it. This means that agents are freed to do a myriad of other things, like learning the in’s and out’s of their queue or tackling higher-level tasks that must be performed by an actual person.

More importantly, the accuracy with which Agatha answers questions is through the roof, so new agents don’t have to worry whether or not the customers they’re just beginning to interact with are being appropriately served. Instead, they can feel assured that Agatha will call out the right answer in the text through the system’s uncanny understanding of language. The customer will get the most accurate answer the first time, no matter how it’s asked. That means customers don’t have to keep calling or messaging your agent. 

Agatha can also streamline a new agent’s workflow by answering what she can herself. If she can’t, she’ll automatically route to the agent. In either situation, your team can trust that Agatha’s got their back, which helps them focus on the larger issue of customer support instead of wondering what they’re missing or if they wasting time. And when more tickets get solved the first time correctly, new agents can become more productive with less transition time. It’s a win-win!

Tap Into the Power of Your Collective Knowledge

The majority of the onboarding process for a new agent merely is learning— learning company policy, historical precedence, and customer need patterns. There’s a lot that people don’t learn in a training though too. In an era past, this would come in the form of leaning over to a veteran agent and asking where x or z answers are for a question, troubleshooting over lunch breaks, finding out about hidden resources someone has on a wiki somewhere. Now, with so many teams far-flung and remote, it’s more important than ever to centralize the institutional knowledge. What if you could leverage that experience, veteran knowledge, training, and information to empower your agents on Day 1?

With Agatha Assist, new agents can unlock your collective knowledge quickly and efficiently. That’s because Agatha can easily embed into your current helpdesk system, like Zendesk and Salesforce and other data sources (Confluence, WordPress, Nanorep, Readmeio, JIRA, Guru, Knowledge Bases, etc.), sprawled across your organization. New agents can spend time digging through this information to learn, but when the time comes, they can turn to Agatha to answer a ticket. 

Agatha assists in other ways. New agents can select the knowledge sources that work best for the customer’s needs.  So, if an agent has a question about anything, and we mean anything, they can quickly find solutions using their preferred methods.  Because all your institutional knowledge is aggregated by Agatha instantly, they'll also get the answer in record time. It’s also important to know that Agatha pulls everything there is to know about the topic at hand with a customer issue. No more hidden tribal knowledge or treasure hunt searches for stockpiles of best practice. Instead, your agent gets the best possible answer -- and maybe the coolest teacher ever. 

What does that mean for your agent’s efficiency? A new employee may find it difficult to know where to begin to look for some answers, but with Agatha’s tools like one-click answers and smarter search, that problem is eliminated. New agents’ efficiency can increase by 35% because hours are saved by providing the information they’re looking for right in one place. 

Help With Specific Inquiries

The machine learning of AI like Agatha is a lifesaver for new agents. As they acclimate to their new role, a complicated ticket may cross their path, which could overwhelm them.  But with AI, the chances are that the answer to their question lies somewhere within your company’s collective knowledge base(s), creating a support system for new agents.

A support system is vital because confidence matters for customer support agents.  It’s the key to providing exemplary customer support and satisfaction. You wouldn’t want to work through a return or convoluted issue if your support agent sounded unsure of themselves or made you wait, would you?

 Instead of agents spending up 75% of their time doing manual research to find their customers’ answers, and getting stressed as minutes tick by, AI like Agatha will reduce the average handling time significantly. Agatha can reduce an agent’s stress over finding an answer by assisting them in locating the best answer for the situation, and your customers will likely notice! 

Why It Matters 

The key to having a successful customer support team is to ensure everyone is confident and up to date on the company’s ever-changing information, features, and support details. New agents will need more time acquiring knowledge about the company, believing in their abilities, and becoming integrated into the business, but all of this must be done. 

Yet building a new agent’s capacity can take time, unless, that is, you provide agents with the right tools. With AI solutions, like Agatha, their onboarding and training is embedded into the work they start to do, making the onboarding process more convenient and beneficial for everyone involved. 

Getting a new agent ready to handle tickets with ease will take significantly less time, and you can roll out that welcome banner knowing your new agent is confident and prepared to go.

Interested in learning more? Contact one of our experts today to see how your team can leverage AI.

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