Expert Assist
What is Expert Assist?
A knowledge base available to agents to quickly and easily access informative articles that help them better serve customers and increase Fast Contact Resolution (FCR).
Expert Assist describes an agent-facing knowledge base: articles, procedures and answers that agents can search or browse while they are helping a customer. Instead of putting customers on hold to ask a colleague or relying on memory, agents find guidance in the moment. In more advanced setups, relevant articles are suggested automatically based on what the customer is asking.
An agent knowledge base matters most when products, policies or regulations change often, or when new agents need to become productive quickly. Its value depends on content quality: articles should be short, accurate, clearly owned and reviewed regularly. Contact centers usually measure the impact through first contact resolution, average handle time, transfer and escalation rates, and how often agents search without finding a useful answer.
Related: Agent assist, Contact center knowledge base, First contact resolution (FCR), UW Knowledge Assist.