Post by shiyabul on Aug 19, 2024 23:01:16 GMT -5
How DAPs Can Help Agents must effectively and efficiently navigate endless accounts across complex contact center systems whether they are working in a home or office setting. And having on-screen guidance to help agents navigate these software systems is as much about keeping customers happy as it is keeping contact center employees happy. Digital adoption platforms (DAPs) do just that.
They exist as glass layers above https://lastdatabase.com/ software and applications to provide customized guidance, while providing data insights that can be leveraged to continuously improve the user experience by deploying on-screen just-in-time tips and automation. DAPS HELP AGENTS BE MORE EFFICIENT, AND FREE THEM FROM BASIC REPETITIVE TASKS, WHILE REDUCING ERROR AND CONFUSION, WHICH MAKES THEM HAPPIER AND BETTER AT THEIR JOBS.
DAPs work across applications to provide a holistic concierge-like experience. They could even be in the form of chatbots armed with automation, so that customers can access self-serve support or in the form of an artificial intelligence (AI)-powered assistant for contact center agents. Instead of having to remember where exactly a certain file lives, an agent could simply ask the smart chatbot to take them exactly where they need to be or the bot can even perform basic tasks on behalf of the agent.