USU Agent Assist for Salesforce

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.