How Deepdesk Revolutionizes Customer Service With Agent Assist AI 

One of the most exciting areas where (generative) AI has achieved product-market fit is in customer service. The right balance between human touch and AI-driven automation unlocks exceptional customer experiences. But do you choose a direct-touch approach from bot to customer, or do you assist your customer service representatives?  

We believe there is a big promise in the latter. AI is not here to replace people, but to help them be better. In this article we’ll show you why – and how you can navigate key challenges with Deepdesk ​AI ​Agent Assist.  

We’ve tried to be thorough. But feel free to skip directly to your favorite chapter: 

1. Introduction of Deepdesk customer service AI 
2. 4 key use cases  
3. Capabilities to enhance CX and trust 
4. Addressing skill gaps and productivity 
5. The importance of good and accessible data 
6. Infrastructural requirements for generative AI 
7. Request a demo 

Introducing Deepdesk Customer Service AI 

Although generative AI (or GenAI) only really broke through in 2023, Deepdesk has been providing AI-based technology to contact centers since 2019. CEO and co-founder Robbert Dijkstra firmly believed that AI should serve as a ​​force multiplier for​ people​, assisting rather than replacing them. He said:  

“Successful customer service is not merely about problem resolution but about building meaningful connections and fostering trust with customers. AI, when leveraged effectively, can significantly enhance productivity, streamline processes, and ultimately elevate the overall customer experience.” 

This approach resonated deeply with our beliefs at Anywhere365. That's why we integrated Deepdesk’s AI capabilities in our Teams-native Enterprise Dialogue Management and Cloud Contact Center solutions in 2023 and in February 2024 we ​acquired​ Deepdesk. 

Use Of Natural Language Processing, Machine Learning And LLMs 

Deepdesk is a cutting-edge AI platform that leverages natural language processing (NLP) algorithms and machine learning. It can work with any large language model (LLM) to understand and generate natural language text. Together with the digital conversation history of customers, these models enable Deepdesk to analyze inquiries, extract relevant information, and generate contextually appropriate responses.  

It all comes down to enabling agents with the right content at the right moment. If agents could change one thing in their day-to-day jobs, it would be not to have to answer the same repetitive questions. Deepdesk makes that reality with automated response suggestions, so customer service agents can focus on providing the best service possible. At scale. This makes agents happier. Happier agents make happier customers. And happier customers make a happier business.   

Happier agents make happier customers. And happier customers make a happier business.   

Continuously Innovating AI​ Agent​ Assist For Multiple Use Cases 

Being laser-focused on these AI-based agent assist technologies, Deepdesk ​is continuously​ innovati​ng​ with new features. Features that help businesses address evolving customer needs, ​​dig deep into data to identify patterns, and deliver contextually relevant responses to agents in real-time.  

All products integrate seamlessly with leading CRM systems, communication channels, and third-party applications. And just as any Anywhere365 offering, Deepdesk can be used beyond the typical contact center scenario.  

Top use cases are: 

1. Increased productivity: Deepdesk ensures faster onboarding and training of agents, automates conversations across multiple digital channels, and generates a significant amount of text responses. This results in decreased Average Handle Time and agent redundancy and improved response times. 
2. Higher quality of conversations: While Deepdesk delivers uniform response quality in real-time, all messages can be personalized by your customer service reps. This allows for tailored and empathetic dialogues, that are always compliant and ‘on brand’, fundamentally improving customer satisfaction scores. 
3. Improved agent happiness: Deepdesk can take over a large percentage of searching and typing answers, providing agents with more time to fix customer problems. The technology keeps agents happy and productive. This will ultimately result in lower attrition rates and an increased tenure. 
4. Accurate data and deep insights: Deepdesk Analytics​ & Metrics Engine​ empowers ​leaders and their teams ​to derive real-time and historical insights from customer interactions. The data turns into highly actionable insights and answer suggestions, right at their fingertips. Supervisors can gather those insights to identify trends, drive process optimization and increase SLA performance. 

Capabilities To Enhance CX And Trust 

As stated earlier, AI has the potential to enhance customer experiences when done right. This is why Deepdesk brings capabilities such as: 

• Contextual Understanding: AI algorithms analyze conversational context to provide relevant real-time assistance, reducing resolution times and enhancing customer satisfaction. 

• Automation: By automating routine tasks and inquiries, customers can get to their desired resolution faster, while a human is in the loop in case the dialogue needs more attention than initially anticipated.  

• Personalization: Customer data and historical dialogue context enables the delivery of personalized experiences at scale, fostering stronger relationships and driving brand loyalty. 

• Scalability: Scaling and personalization may seem a contradiction, but Deepdesk shows it can be done, accommodating growing customer service demands, and ensuring consistent quality of service across channels and touchpoints. 

Real World Results: Two Examples 

Deepdesk enabled a large European telecommunications provider to proactively address network outages and service disruptions to impacted customers. Not only did this enhance brand perception, but it also reduced churn by 15%.  

Deepdesk AI Agent Assist also empowered a financial services firm's wealth advisors with real-time investment insights and client recommendations, resulting in a whopping 30% increase in assets under management and a 25% boost in client retention.  

Addressing Skill Gaps And Productivity 

A concern we often hear is that implementing AI capabilities requires a skilled workforce capable of leveraging and optimizing these technologies effectively. We get that. Driving organizational change and fostering a culture of innovation is essential. Not only in IT, but also in the support organization itself.  

Besides deploying and maintaining AI-powered customer support systems, you also need ongoing training to help agents and supervisors overcome resistance. Deepdesk was built with the agent in mind. The platform is intuitive, flexible, and easy to use for both agents and administrators.  

Instead of yet another screen that an agent has to open, Deepdesk is a layer that sits on top of, and can bridge, multiple platforms. And it pays off.  

Making Agents (And Customers) Happier 

Research shows that happier agents lead to happier customers. That’s why Deepdesk puts so much focus on understanding agents. Features are built based on what agents want.  

One example is Autocomplete; a feature that provides agents with immediate value and happiness. With less time spent on repetitive work and more on high-value, complex interactions, they can be the customer’s heroes.  

Autocomplete saves 50% of response time while delivering scalable, consistent and precise suggestions. Simply by letting agents hit "tab" to autocomplete a sentence. “Tabbing” has even become a verb among Deepdesk users.  

 Another example is Knowledge Assist. Agents love this open text search in their single-screen CX solution. Knowledge Assist finds the information from any connected source​:​ such as a company's intranet, internal knowledge resources or public website. It then provides agents with best response suggestions. In the case of a voice call, Knowledge Assist will transcribe what is being said and automatically provide agents with the information they need in real-time.   

 A third great capability of Deepdesk is that it can capture all existing knowledge of its users, which helps to upskill new starters at a faster pace and save operational costs. And in addition to these benefits, Deepdesk customers report that upskilling agents leads to significantly longer agent retainment.  

Saving 1 Million USD With AI Generated Chat Responses 

The translation of reducing repetitive tasks and pressure on agents to tangible business benefits became very clear for a global logistics provider. This company receives around 9,500 chat messages per month. Using Deepdesk within Salesforce, they were able to automate 50% of chat responses and let AI type 513 million characters. Their top performer agent automates around 63% of all her texts. In 2023, 375 million characters were Deepdesk typed. With an average typing speed of 3.59 characters per second, this company saved a little over 1 million dollars in productivity. 

Exceptional AI Experiences Need Great Data 

These are impressive and tangible results, but how do you know if your AI initiatives will achieve similar results? Funnily enough, it doesn’t start with the AI, but with data.  

AI algorithms (and especially generative AI) rely heavily on high-quality, complete and accessible data to deliver accurate and reliable results. For businesses dealing with disparate data sources and legacy systems it can be very hard to create (access to) data cleanliness, consistency and relevance. But it’s possible. And it’s worth it.  

Deepdesk’s AI algorithms have already been here for over 5 years and are trained on vast amounts of proprietary data. This means that regardless of your CX platform – even legacy systems such as Avaya – Deepdesk can be your friend to capture, structure and clean up data.  

Ethical And Compliant AI Solutions 

​​​As AI technologies become more pervasive in customer support operations, so does the urge to think about ethical and regulatory considerations. Data security, algorithmic bias, and regulatory compliance require careful attention. 

Deepdesk has been anticipating the need for ethical and compliant use of large language models and AI solutions with a quality control layer for all suggestions offered to an agent. In other words, Deepdesk doesn’t just ‘ask ChatGPT for an answer’ and give it to the agent. ​Instead, it creates custom​ models based on the customer’s own data. And to control the output it ​​requires​​​ ​managers, supervisors or senior agents to review quality, bias and compliance of suggested answers before agents can access them.  

​​​This quality control goes even beyond what is said, it’s also how it's said. For example, does the brand tone of voice allow emojis, or is communication required to be more formal? Deepdesk ensures a high level of response quality with precise and on-brand answers. If a response is not compliant or the tone is off, Deepdesk offers suggestions to the agent on how to correct it. 

Enabling An Infrastructure For AI 

Next to challenges in skill gaps and data, AI technologies also require robust and scalable infrastructure. ​​Put simply, organizations need to be able to handle the computational demands that come with large language models. And at the same time, they want seamless integration and interoperability with existing systems.  

Deepdesk solves these infrastructural challenges by working closely with the customer to understand unique challenges and tailor solutions to specific use cases. At the same time, native integrations are available with most CCaaS platforms, such as Genesys, NICE or Anywhere365. This ensures that you can maintain a singular communication ecosystem. Want to switch CX platforms? Deepdesk travels along, with all settings and proprietary data intact.  

A signature deployment of Deepdesk is standardized where possible. Expect a rapid time-to-value. Pre-built connectors and APIs make for fast and seamless integrations with any existing CRM and communication software. As mentioned earlier, even if they are legacy systems. Best practices are made available to expedite the onboarding process and mitigate risks on day-to-day operations. Have specific challenges? Enjoy the flexibility of custom-built features.  

How Rabobank Deployed Deepdesk AI For Customer Service  

Due to the specifics of the industry and large security concerns involved, Rabobank adopted a very cautious and deliberate approach towards AI.  

Instead of blindly following the capabilities of their CX platform, the company looked for a vendor that ​completely ​​me​​t​ their predetermined requirements and would have a proven track record in complex implementation. The AI technology would need interoperability with Genesys as well as Siebel and Softphone. They quickly discovered the benefits of working with an expert vendor.  

Deepdesk’s team worked intensively together with key stakeholders, from engineering and UI/UX to compliance and customer success, to solve any challenges and design a successful solution. After this, the process to build, test and deploy the solution was completed in no more than 8 weeks. All without interfering in agents’ daily business. The speed and ease are unique and ​simply ​not possible when working with larger platforms.  

Get In Touch 

Curious if Deepdesk integrates into your contact center or CX systems? Want to see how we drive exceptional experiences for your agents and customers? Looking to get meaningful business outcomes with generative AI to assist your agents and other reps alike? Get in touch, we’d be happy to show you around in a demo.