Improve Agent Productivity A Guide to AI

Flora An

·October 23, 2025

·5 min read

You want to improve agent productivity. A major challenge is agent burnout, which leads to high turnover. The reasons are often clear.

Departure Reason	Why Agents Leave
#1 – Burnout/Stress	Constant exposure to upset customers and high-pressure metrics
#2 – Poor Management	Lack of support, feedback, and recognition
#3 – No Career Path	No visible advancement opportunities

Modern ai tools empower your team, not replace them. They handle repetitive work and provide real-time support. The Sobot call center platform uses Sobot AI to give your agents the help they need to succeed.

Automate Tasks to Improve Agent Productivity

You can free your agents from simple, repetitive tasks. AI automation handles the high-volume, low-value work that leads to burnout. This allows your team to focus on complex problems that require a human touch. Your agents will feel more engaged when they are not bogged down by routine work.

Common Repetitive Tasks for Automation:

Answering common questions like "Where is my order?"

Data entry and ticket creation

Routing inquiries to the correct department

Sending routine follow-up emails

Automating these tasks is a key strategy to improve agent productivity and boost morale.

Deploy AI Chatbots for Self-Service

You can empower customers to find answers on their own. Intelligent chatbots provide an immediate self-service option for common questions. Sobot’s AI Chatbot offers 24/7 support, handles multilingual queries, and can save up to 50% on agent costs. This frees your team to handle high-stakes interactions.

For example, electronics leader OPPO used Sobot to build a human-machine cooperation model. They achieved an 83% chatbot resolution rate, which significantly improved their service efficiency. This strategy is becoming standard across many industries.

Implement Intelligent Ticket Routing

Intelligent ticket routing uses customer support AI to send each query to the best-suited agent. The system analyzes ticket content, customer history, and urgency to make the right match instantly. This eliminates manual sorting and reduces the chance of tickets being passed around.

When the right agent gets the ticket from the start, they resolve it faster. This improves first-contact resolution and overall customer support quality. With tools like intelligent chatbots and automated routing, service professionals can save over two hours per day. This is a direct way to improve agent productivity and let your team focus on what they do best: helping customers with complex needs.

Real-Time AI for Empowering Agents

You can give your agents a powerful assistant that works alongside them during every interaction. This is the core idea behind empowering agents with real-time AI. Instead of replacing them, this technology acts as a copilot, reducing their mental workload and helping them resolve issues faster. This approach helps you empower your team to deliver an exceptional customer experience.

Provide Instant Knowledge Access

Your agents no longer need to memorize every product detail or policy. With customer support AI, they get instant access to your entire knowledge base.

Natural Language Search: Agents can ask questions in plain language and get immediate answers.
Automatic Suggestions: The AI recommends relevant articles based on the customer's query.

This seamless access to information helps new agents become proficient faster. It also ensures every agent provides consistent and accurate customer support.

AI Copilots for Customer Service Agents

An AI copilot gives your customer service agents real-time guidance during live chats and calls. Sobot’s AI Copilot assists by generating response suggestions, allowing agents to reply faster and with greater accuracy. This is especially helpful for new hires, with studies showing AI assistance can boost their productivity by up to 35%. You can empower your support team to handle complex issues with confidence. The copilot can even adjust the message tone to ensure a positive interaction, helping you deliver personalized service at scale.

"Imagine receiving the answers to the test as you’re actually taking it. That’s what we’re able to provide with this platform." — David Garza, Vice President, Sales and Operations for Brinks

Generate Automated Summaries

After-call work (ACW) is a major drain on time. Your customer service agents must manually summarize conversations and update records. Sobot’s AI Copilot automates this entire process. It generates concise, accurate summaries of every interaction the moment it ends. This simple step can reduce ACW by up to 30%. You improve agent productivity by eliminating this tedious task, freeing your team to move on to the next customer.

Enhance Performance with AI-Driven Analytics

You can unlock a deeper level of understanding that goes far beyond traditional quality assurance. Manual reviews often sample only 1-3% of interactions. This is like judging an entire meal by tasting only the garnish. AI gives you the full picture by analyzing every single customer conversation. This comprehensive view transforms your contact center from a place of guesswork into a precision laboratory for customer experience.

Analyze Performance for Coaching

You can move beyond generic feedback and create personalized coaching plans for every agent. By analyzing 100% of interactions, Sobot AI Insights identifies the specific behaviors that lead to success. The system pinpoints patterns in top performers, looking at factors like:

The level of empathy in their tone
Their average response times
How well they adhere to key scripts
Their talk-to-listen ratio

When an agent struggles, the AI can identify the exact skill gap, such as difficulty with objection handling. This allows you to develop targeted coaching that addresses the root cause, helping agents improve faster and feel more supported in their roles.

Optimize Your Customer Support Strategy

AI analytics also reveals the "why" behind customer issues, helping you fix systemic problems. A customer support ai uses Natural Language Processing (NLP) to understand customer sentiment and categorize conversations by topic. This uncovers trends that signal deeper issues.

AI can identify systemic problems like:

Gaps in your knowledge base where agents lack information.

Recurring product flaws that cause frustration.

Top areas of customer friction, such as long wait times.

Processes that are confusing or inefficient for customers.

By spotting these trends early, you can proactively fix the underlying problems. This not only improves your overall customer support strategy but also reduces the number of difficult calls your agents have to handle in the first place.

You can improve agent productivity with a clear, three-part strategy. A customer support ai automates routine tasks. It acts as a real-time copilot. It also provides deep performance analytics. This shift empowers your team to focus on complex, rewarding work. Happier agents lead to better business outcomes.

“Overall, we find that having a more satisfied workforce is clearly associated with companies’ ability to deliver better customer satisfaction.” – Happy Employees, Satisfied Customers

Start boosting customer service and transforming your customer support. Embark on your contact journey and see how Sobot’s AI solutions can help by requesting a demo today.

FAQ

How does AI improve agent productivity?

You improve agent productivity by using AI to handle simple, repetitive tasks. This frees your team for complex customer issues. AI also acts as a real-time assistant, providing agents with instant answers and summaries, which reduces their workload and stress.

Will AI replace my customer service agents?

No, AI empowers your agents, it does not replace them. You can use AI tools like Sobot’s AI Copilot to assist your team. This allows agents to focus on high-value work that requires human empathy and critical thinking.

How difficult is it to set up an AI chatbot?

You can set up a chatbot without any coding. Sobot’s AI Chatbot uses a point-and-click interface. You can easily design and deploy automated workflows to start helping customers immediately, improving your team's efficiency.

What kind of insights can AI analytics provide?

AI analytics reviews 100% of customer interactions. You can use Sobot AI Insights to find specific coaching opportunities for each agent. It also helps you identify larger issues, like gaps in your knowledge base or recurring product problems.