While assisted service aptly describes the human-touch component, intelligent agent engagement more accurately describes the human-touch fueled with technology to drive improved operational efficiency. Intelligent agent engagement is about transforming complex agent desktops, a variety of channels (voice, chat, email, etc) and complex processes (troubleshooting, complicated products, regulatory) into an operationally efficient customer service experience.
While terminology may vary by vendor or industry, we can broadly describe intelligent agent engagement as encompassing:
Intelligent Agent Engagement
Keep your desktop, onboard a Smart Assistant to drive Intelligent Automation.
Intelligent Automation coupled with a Unified Agent Desktop