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.
| Product | Mindshare (%) |
|---|---|
| Jacada Intelligent Agent Engagement | 0.9% |
| UiPath Platform | 12.5% |
| Microsoft Power Automate | 10.3% |
| Other | 76.3% |
