Ask a question. Keep moving.
Let employees ask questions in everyday language about products, agreements and processes. Archie searches your knowledge for relevant information.
ARCHIE HELPS · AGENT ASSIST
Agent Assist for optimal service.
Give your customer service team guidance during their work. Archie helps employees with answers and work instructions based on your own knowledge, so they can help customers with greater confidence.
- Answers from your own knowledge
- Guidance for the next step
- The employee remains in control
Part of Archie Helps. Connected to the entire AI platform.
Archie HelpsAgent Assist
A customer is waiting for a refund. What should I check?
Check whether the return has been received and what the payment status is. Has the refund not started yet? Then follow the agreed work instruction for the next step.
Return procedureRefund work instruction
I haven't handled this type of request before. How should I approach it?
Start by identifying the type of request. Then follow the corresponding work instruction step by step. You can ask questions about a step along the way.
Request processStep-by-step guidance
Where can I find the agreements on transferring a customer question?
Ask Archie your question in Microsoft Teams. You receive support based on the same knowledge, with relevant sources to review the agreements.
Transfer agreementsKnowledge in Teams
Interactive example. Answers follow your knowledge, processes and setup.
Familiar challenges in customer serviceYour customer is waiting.
Your customer is waiting.
Your employee is searching.
The answer is somewhere. In an article, a work instruction or the mind of an experienced colleague. Agent Assist brings that knowledge closer to the conversation.
Guidance for every colleague.
Help new and experienced employees with explanations and work instructions. This means difficult questions are less likely to end up with the same expert every time.
More consistency in your answers.
Support your team from the same managed knowledge base. Feedback helps you improve unclear or missing information in a targeted way.
How it helps Agent Assist
From customer question to a useful answer.
Agent Assist is the AI support for your employees. While they help the customer, Archie supports them with company knowledge, explanations and appropriate next steps.
Read what Agent Assist is and how to evaluate a solution.
The employee asks a question.
For example, about a return, an exception or an internal agreement. A follow-up question helps provide additional context or clarify an answer.
Archie uses your knowledge.
The AI bases its answer on selected company information. Relevant sources make it possible to review the underlying information.
The employee helps the customer further.
With an answer, a work instruction or a linked follow-up action. The employee assesses what fits the situation and remains in control of the customer interaction.
How does knowledge stay useful?
Manage information centrally and control what is published. Employee feedback and signals about missing answers help improve the knowledge. This allows the support to evolve with your day-to-day practice.
What does this deliver for the team?
Less searching, more support with difficult questions and a clearer onboarding process. Measure the impact on your own goals, such as handling time, repeat contacts and the independence of new employees.
Support that works alongside youKnowledge, guidance and actions.
Knowledge, guidance and actions.
Together.
Make answers practically useful. With support where your employees work and guidance on what needs to happen next.
An answer in your familiar environment.
Employees ask questions in a 1-to-1 chat with Archie in Microsoft Teams. The assistant uses your existing Agent Assist configuration and displays relevant sources with the answer.
Step by step through the process.
Archie suggests relevant work instructions and explains why they fit. Employees go through the steps, ask questions along the way and can continue later where they left off.
The same knowledge. Across language barriers too.
Support questions and answers in multiple languages from the same knowledge. This means an employee also receives help based on your own information when handling a customer question in another language.
Connected to your processes. Through the Action Center, connected tools and systems can support a next step. Insights helps make usage, unanswered questions and opportunities for improvement visible. We align integrations and access with your environment.
See how the skills work togetherIn practice · Jumbo
Make knowledge accessible to customer service.
Jumbo uses Archie to give employees access to articles, work instructions and documents. With question-and-answer support, they find information while working. Feedback and quality control help improve the knowledge base.
Read the Jumbo caseGood to knowYour questions.
Your questions.
Clearly answered.
From the first application to everyday practice. Here’s what you need to know before getting started with Agent Assist.
What is the difference between Agent Assist and an AI agent?
Agent Assist supports the employee helping the customer. An AI agent conducts a conversation with the customer independently. Within Archie, both can use the same knowledge, while their configuration and role in the customer process differ.
Do we need to rebuild our knowledge from scratch first?
Existing articles, documents and work instructions form the starting point. Together, we assess which sources are useful, what is up to date and which information is missing. We then configure the knowledge for the chosen application.
How do we maintain control over the answers?
Archie bases answers on selected knowledge and makes relevant sources available. Administrators maintain the information, and employees can provide feedback. This supports control, but does not make AI infallible. The employee assesses the answer in the context of the customer's question.
Can Agent Assist be used in Microsoft Teams?
Yes. Employees can ask Archie questions in a 1-to-1 chat in Microsoft Teams. The assistant uses the existing Agent Assist configuration. Access is managed through your Microsoft Teams environment.
Can Archie work with our existing systems?
Through connected tools and the Action Center, follow-up actions in existing processes are possible. Which integrations are suitable depends on the systems, available interfaces and access rights. During the demo, we’ll discuss your specific environment.
What is needed to get started?
A recognizable application, usable knowledge and someone who manages the content. Together, we define the team, the relevant customer questions and the desired results. We then align the configuration, integrations, testing and initial users.
What does Agent Assist cost and how quickly can we get started?
We discuss this based on your application, team and required setup. In a personal demo, we’ll make the desired approach concrete and determine what is needed for a suitable proposal and a realistic timeline.
How do we measure whether it works?
Choose a few goals that matter to your team in advance. Consider search time, average handling time, repeat contacts and the independence of new employees. Combine these with usage, feedback and insights into missing knowledge.
Make it personal
Give your team more guidance.
Bring a recognizable customer question or work instruction. Discover together with an Archie expert how Agent Assist can support your employees.
Your day-to-day operations are our starting point. Together with an Archie expert.
