Solve Complex Customer Interactions With Real-Time AI Agent Assist

Deliver Faster, Smarter CX Resolutions Through AI-Powered Efficiency

In today’s fast-paced customer service environment, complex customer interactions are a daily challenge. High call complexity can frustrate customers and overwhelm agents, leading to inefficiencies that hinder first call resolution and weaken the overall customer experience. 

Enter real-time AI agent assist. 

Part of iQor’s Symphony [AI]^TM ecosystem, this transformative tool equips agents with instant insights and guidance to resolve even the most intricate issues with precision and speed. With AI-powered efficiency, CX BPO teams deliver faster, smarter resolutions that enhance customer satisfaction, optimize operational performance, and support regulatory compliance. 

As industries across the board adopt self-service options and automation, the need for more effective tools to handle evolving CX needs is clear. In this post, we outline the benefits of iQor’s real-time AI agent assist as part of our intelligent operations designed to meet the needs of today’s customer. 

Say Hello to AI-Powered Results

Long handle times. Inconsistent service quality. Escalations and transfers. Missed upsell and cross-sell opportunities. Frustrated customers. 

No CX professional wants to see these KPIs, but they’re often the case when customer service agents are expected to quickly solve complex problems with insufficient or overwhelming resources to sift through. 

iQor addresses these challenges through its strategic use of AI. iQor’s AI-powered agent assist technology monitors calls in real time and analyzes conversations to provide agents with the guidance they need. Whether troubleshooting a technical issue or navigating a customer inquiry, the system instantly displays relevant information and step-by-step instructions in a clear and concise format. This minimizes the need for agents to search through lengthy databases or escalate issues, reducing both call handle time and customer effort. 

AI-powered tools like real-time speech recognition and sentiment analysis equip agents with immediate insights, helping them respond quickly and confidently. This boosts agent productivity and ensures a superior customer experience with every interaction.

Natural language processing (NLP) plays a crucial role in this process. By analyzing conversations in real time, NLP helps the AI understand customer language, detect emotions, and recognize patterns from past interactions. This capability allows agents to respond more accurately and empathetically. NLP-informed AI also suggests resources specific to the conversation, accelerating resolution time and reducing call complexity. 

Win and Keep Customers With AI Agent Assist

Empowered by AI agent assist, iQor’s agile CX teams deliver optimal results across key performance indicators for global brands.

• Higher NPS and CSAT 
• Fewer call escalations 
• Faster resolution times 
• Improved agent productivity 
• Increased revenue through upsells and cross-sells 
• Higher employee engagement and retention 
• Lower operational costs 

iQor’s agent assist technology helps reduce call handle time by up to 30%.

Coupled with iQor’s proprietary AI-powered interaction analytics that identifies key phrases, customer emotions, and potential signs of frustration during calls, AI agent assist enables agents to adjust their approach in real time.  

What does all this mean for you? You can keep your customers loyal and win new ones with a reputation for superior CX, regardless of the complexity.

Gain a Competitive Advantage

Real-time AI agent assist redefines what’s possible in customer care. By integrating advanced AI technology with human expertise, iQor’s real-time AI agent assist transforms high-complexity interactions into opportunities to exceed customer expectations. 

With instant insights, step-by-step guidance, and intelligent recommendations, agents are equipped to handle even the toughest customer challenges with speed and accuracy. When agents are supported, customers feel valued — and that’s the foundation of a CX strategy that wins.

Why Choose iQor?

iQor is more than a provider — we’re a strategic CX BPO partner dedicated to delivering transformative results that help you win and keep customers. With advanced AI-driven technology, global scalability, and tailored CX strategies, we empower brands to excel at every stage of the customer journey.

• Expert Partnership
• Agile Operations
• Scalable Solutions 
• AI Innovations
• Compliance & Efficiency 
• Proven Results

Transform your CX strategy today. Contact us to learn how iQor’s intelligent operations can deliver results that matter.

Prabhjot “Pj” Singh is chief digital officer at iQor. He drives digital transformation and innovation across global operations, leveraging advanced AI technologies to enhance customer experience strategies. Connect with Pj on LinkedIn.