Angel Associate Assist

Increase agent efficiency while maintaining CX quality and compliance. Using generative AI, Angel Associate Assist provides agents with in-depth, real-time guidance so they can confidently handle any call.

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A smiling contact center agent looks at her computer screen while wearing a headset.

Under pressure to cut costs and boost productivity without sacrificing customer experience or compliance? What if you didn't have to choose? Angel associate assist from TTEC Digital is a generative AI powered solution that delivers both. It guides agents through every step of the conversation, transcribing calls in real time, identifying key phrases, and providing dynamic checklists, responses, and the latest info while auto summarizing calls and tracking compliance. Here's how it works. When an agent answers a call, Angel springs into action. With automated AI progression, Angel guides the agent through the steps, automatically checking off tasks as they're completed. Through CRM connectivity, agents automatically see next best actions and relevant knowledge articles to help ensure higher first contact resolution. And when the call is finished, agents receive a call transcript with summary, notes, and follow-up actions. With Angel Associate Assist, you'll see faster onboarding, stronger performance, and consistent compliant experiences, all while cutting costs and driving productivity without compromise.

Achieve better business results

Angel Associate Assist guides contact center agents through their calls with a comprehensive checklist — automatically checking items off, generating conversation summaries, and providing answers they can use to fuel exceptional customer experiences. With Angel Associate Assist, you can:

Reduce onboarding time

Real-time checkpoints, automated progressions, and AI-powered knowledge search with suggested topics help agents learn the business and be ready for live calls faster.

Maintain quality & compliance

Show agents what they need to say and in what order to meet compliance and quality standards.

Unlock deeper insights

Out-of-the-box reports give supervisors a real-time view of the contact center with caller sentiment, summaries, topics, and transcripts to ensure they have a deep understanding of each call.

Person wearing a headset and speaking while looking at a brightly lit computer screen in a dimly lit room.

Key features

Process and call guidance: Angel Associate Assist listens to live calls, identifies keywords and phrases, provides suggestions to keep conversations on track, and checks boxes as steps are completed.

Next best actions: While listening to the call, Angel Associate Assist displays relevant knowledge articles to reduce search time and improve average handle time.

Conversation summaries: Using generative AI, Angel Associate Assist summarizes the call with key topics and action items to streamline after-call work.

Live monitoring: Supervisors can remotely monitor conversations in real time for quality assurance.

Historical reporting: Pre-built dashboards provide an overview of interactions and let teams drill down into specific checklist steps for a better understanding of each call.

Configuration by business unit: Angel Associate Assist can be configured with multiple checklists so agents can move easily between lines of business.

Why TTEC Digital

With over 40 years of experience as an industry leader and partnerships that span the world’s top technology providers, TTEC Digital is uniquely suited to address your toughest customer experience challenges. Our experts will provide actionable insights and recommendations at every step while our proven methodology will help you optimize your contact center operations, improve customer satisfaction, and drive business success.

Transform every conversation

Learn how Angel Associate Assist can transform your contact center and elevate your customer experience.