Introduction

Welcome to the Angel Associate Assist Agent Help Center, your go-to resource for mastering the Associate Assist tool. Whether you’re an agent handling customer calls or a supervisor supporting your team, this guide provides clear steps and insights to streamline your workflow, enhance call efficiency, and leverage real-time AI support in the contact center.

Key Agent Benefits and Features

Angel Associate Assist focuses on enhancing agent performance and simplifying their workflow with the following features:

• Checklists: One of the key features for Associate Assist, the Checklist provides agents with real-time, step-by-step guidance during calls. It ensures consistent task completion and enhances customer interactions.
• Automatic Call Listening: Associate Assist listens to both agent and customer during calls. It analyzes conversations in real-time to offer support. No manual activation is needed, fitting seamlessly into your workflow.
• Real-Time Suggestions: Associate Assist delivers instant “to say” scripts and “to do” actions. These match the call’s context, such as customer needs or mood, allowing you to better handle issues faster and more confidently.
• Live Transcript and Search: The Transcript tab shows a live call transcript and is accessible at anytime. A search feature lets you find specific words or moments fast.
• Knowledge Integration: Associate Assist provides instant links to relevant knowledge articles during calls. Access guides directly in the call interface, helping you to resolve customer issues quickly and confidently.
• After Call Summary Components: Associate Assist provides an After Call Summary for every call, simplifying your wrap-up process. This saves time and supports accurate reporting.