GovAssist

Artificial Intelligence

• Provide a high level of service to our customers using AI copilots and automation tools
• Answer questions about our products, brands, and company
• Handle high-volume inquiries via chat, email, ticketing systems, and missed calls from communication channels
• Ensure accurate, compliant, and professional responses when using AI tools
• Document all cases in the CRM with clear, concise, and complete notes
• Identify upsell, cross-sell, and retention opportunities and route to Sales
• QA and audit all AI interactions for accuracy, tone, compliance, and resolution quality
• Identify recurring AI errors, gaps, and failure patterns
• Track quality issues and contribute to benchmarks and performance standards
• Provide detailed technical and process feedback to improve AI prompts, logic, and workflows
• Collaborate with Product and Operations to eliminate root causes and improve automation performance

AI Copilot Support Agent

Customer Support

• Handle high‑volume inquiries: field inbound calls, ticketed emails, and live‑chat sessions with empathy and speed.
• Own first‑contact resolution: diagnose issues, provide step‑by‑step guidance, and close cases within SLA whenever possible.
• Document like a pro: log every interaction in our CRM with clear, concise case notes for seamless follow‑up.
• Escalate smartly: identify complex problems, add full context, and route to Tier 2 or specialist teams without delay.
• Spot opportunities: recognise upsell, cross‑sell, or retention moments and route leads to Sales when appropriate.
• Champion quality: follow company policies, data‑privacy rules, and QA checklists to maintain top CSAT scores.
• Collaborate & improve: share customer feedback with Product and Ops to eliminate pain points and enhance workflows.

AI Copilot Support Agent

L1 Customer Service Representative