USU Agent Assist for Salesforce

Highlights

• 1. Seamless integration – work inside Salesforce without switching tools • Access knowledge directly in Salesforce – no need to leave the CRM. • Auto-sync with CRM data and custom objects. • A unified platform for customer service and sales teams.
• 2. AI-powered search & automated recommendations • Instantly find the right knowledge for each customer case. • AI-driven suggestions speed up resolutions and improve accuracy. • Self-learning technology continuously optimizes search results.
• 3. Faster resolutions with decision trees & guided workflows • Step-by-step troubleshooting simplifies issue resolution. • Standardized service processes reduce errors. • Less agent effort = greater efficiency.
• 4. Empower every agent • Every service agent can contribute knowledge. • No additional authoring licenses required. • Fully supports Knowledge-Centered Service (KCS).
• 5. Consistent knowledge across all customer touchpoints • Deliver knowledge via, self-service, mobile, and email. • Ensure accurate, high-quality responses every time. • Boost first-contact resolution (FCR)
• 6. Personalize every customer interaction • Instantly access full customer history and case details. • Provide contextual, data-driven answers. • Improve customer satisfaction with personalized recommendations.
• 7. AI-driven performance insights & analytics • Gain insights into knowledge usage & agent behavior. • Identify gaps and optimize content automatically. • Measure knowledge impact on key service metrics.
• 8. Scalable & secure—built for enterprise needs • Cloud-based solution with enterprise-grade security. • Scales with your business as customer demands grow. • Extensive standard features plus flexible customization & API integration.
• 9. Reduce Service Costs & Increase Efficiency • Cut resolution time and reduce agent workload. • Automate repetitive tasks to boost productivity. • Increase customer satisfaction while lowering operational costs.