Contact center agents spend 45% of call time searching for customer information. That wasted time costs operators $3M annually per thousand agents. AI assistants surface context instantly during live interactions.
The Support Challenge
Agents juggle multiple systems to answer basic customer questions during live calls. Finding billing history, usage patterns, and service details requires clicking through screens while customers wait on hold, creating dead air and frustration. Support tickets lack context about previous interactions, forcing agents to ask customers to repeat information they’ve already provided. New agents take months to learn where information lives across fragmented systems and how to navigate complex workflows. This inefficiency drives up handle times, increases operational costs, and frustrates both agents and customers. The knowledge exists somewhere in the system, but accessing it quickly during a live interaction remains the core challenge.
AI-Assisted Intelligence
Alepo’s AI Agent Assistant integrates directly with Digital BSS to surface customer insights during live calls without system switching. Agents click one button to see comprehensive customer analysis including usage patterns, billing history, and support tickets all in one view. The system recommends plans based on actual usage data and displays pricing comparisons on-screen for immediate reference during sales conversations. When customers ask billing questions, agents get instant summaries without navigating multiple tabs or databases. The assistant suggests relevant knowledge base articles for technical issues, reducing the need to escalate or search documentation. This real-time support operates within existing CRM workflows, requiring no separate login or tool switching. The interface presents only contextually relevant information based on the current customer interaction, reducing cognitive load on agents.
Why This Matters
- Agent productivity increases 30% through instant information retrieval
- Handle time drops 35% by eliminating manual data searches
- First-contact resolution improves 20% with contextualized support
- Training time reduces from months to weeks with guided assistance
Deploy Agent Intelligence with Alepo
Alepo’s AI Agent Assistant provides real-time support during customer interactions. Combined with Digital BSS customer data, agents gain instant access to actionable insights.
