Real-Time Agent Assist overview

Verint® Real-Time Agent Assist™ is a cloud-based, AI-powered solution that analyzes calls and desktop activities in real time and automates workflows. It automatically identifies opportunities to guide and assist employees, and when certain criteria are met, employees receive notifications in desktop messages, emails, DPA alerts, or in a centralized notification center called Work Assist.

The following example illustrates how RTAA provides agents with assistance in real time and automates workflows.

Example: Assist agent with submitting an insurance claim

A customer calls an insurance call center to file a new insurance claim over the phone. RTAA monitors the call and detects terms and phrases that indicate that the call is about filing an insurance claim. RTAA triggers a notification that pops up in the agent's Work Assist desktop application with a link to instructions on how to file a claim. After reading the instructions, the agent successfully prepares the insurance claim. After the call ends, RTAA triggers an AI-generated summary of the call to pop up in the agent's Work Assist application. The agent reviews the summary and makes several edits. The agent then saves the edited summary, attaches it to the claim, and submits the claim.

RTAA monitoring modules

The RTAA solution comprises acoustic, linguistic, and application modules to monitor ongoing interactions:

Acoustic module: The Acoustic module monitors non-verbal events in the audio flow, such as long silences and interruptions. You can select which events to monitor and define the maximum duration permitted for the events. Long silence, in the context of Real-Time Acoustics, monitors the absence of speech on both sides of the recording channel, and not the absence of sound.

Real-Time Acoustics is supported only with stereo recording.
Linguistic module (Real-Time Speech Analytics): The Linguistic module monitors verbal events in the audio flow, based on spoken words that match the terms defined in categories to capture customer emotions, tone, and sentiment. You can deploy the Linguistic module with or without Speech Analytics.
Application triggers module: Desktop Process Analytics (DPA) recognizes events in software applications and triggers actions based on these events.

RTAA notification modules

The RTAA solution can deliver notifications in the following notification modules:

Work Assist: Work Assist is a desktop client application that presents real-time contextual notifications to the agent during an ongoing interaction or immediately after an interaction ends. The notifications can provide links to information needed by the agent, identify situations that require actions from the agent and remind them of what to do, or present the agent with an AI-generated interaction summary of the call immediately after it ends to save the agent time on after-call wrapup tasks.
Desktop Messaging: Desktop messages are short notifications that appear as pop-ups on the employee's desktop or that can be accessed on the Windows task bar.
DPA Alert: The DPA desktop client triggers alerts or actions on the employee's desktop. Triggered actions can include displaying a web page, opening an application, or populating specific fields in an application.
Email: RTAA can trigger an email to be sent to specific employees when an event is detected.