Real-Time Agent Assist and Copilot Solutions: A Growing Priority for Customer Experience Leaders

What’s Driving the Agent Assist Tech Boom?

The research reveals that 75% of companies plan to increase their investment in real-time agent assist and copilot solutions over the next two years, as well as the five factors behind the rush to adopt this advanced technology.

Real-time agent assist and copilot solutions were the exclusive focus of the research, reflecting how central this category has become to contact center technology roadmaps.

1. Rising complexity of customer interactions: While automated systems may handle simple, routine queries, they cannot process more intricate customer issues. Live agents increasingly deal with more customer issues requiring advanced support.
2. High cost of burnout: Contact center leaders are increasingly concerned about employee wellness, with costly turnover and disengagement on the rise. AI-powered assistance tools can help reduce this stress.
3. Faster Agent Onboarding: Organizations want to reduce time-to-competency for new hires, making intelligent assistance tools increasingly valuable.
4. High Customer Standards: Modern consumers expect higher quality service and better overall experience.
5. Operational Efficiency Demands: There's ongoing pressure to reduce average handle times while maintaining service quality.

Finding the right vendor

Although the need for real-time agent assist technology is clear, identifying the right solution providers proves challenging. Customer contact center leaders are overwhelmed by the market offering, making it difficult and time-consuming to compare vendors. This challenge drove the creation of the CMP Research Prism for Real-Time Agent Assist and Copilot. 

In this report, CMP Research assessed solutions providers strictly for their real-time agent assist and copilot features, as well as ten investment criteria, such as pricing, security, and accuracy of AI models. Their comprehensive methodology, results, and individual vendor analysis captured in this report provide contact center leaders with the insights they need to make confident technology decisions in this rapidly evolving space.

As a leader in AI-powered conversation intelligence solutions for contact center, Observe.AI's Real-time AI agent assist solution was included in this evaluation.

Why Real-Time Agent Assist Is a Growing Investment Priority

The report's findings line up with what we hear from contact center leaders directly: rising interaction complexity, agent burnout, and pressure to onboard new hires faster are all pushing real-time agent assist further up the priority list, alongside the operational efficiency case for AI agent assist software more broadly.

The next step

While the marketplace for real-time agent assist solutions may seem complex, understanding your organization's specific needs and evaluating providers against the key investment criteria identified in this CMP Research can help guide your technology decisions.

For contact center leaders looking to invest in these solutions, the research suggests focusing on:

• Alignment with operational goals
• Integration capabilities with existing technology stack
• Scalability potential
• Support and implementation resources
• Total cost of ownership

As customer needs and demands continue to evolve, so will the contact centers supporting them. Real-time agent assist and copilot solutions will play a strategic and increasingly crucial role in delivering exceptional customer experiences while supporting agent success and advancing contact centers’ operational success along the way.

To access your complimentary copy of the CMP Research Prism for Real-Time Agent Assist and Copilot report, courtesy of Observe.AI, click here.