Another Monday vs Jacada Intelligent Agent Engagement comparison

Building a fully-automated robotic process environment where robot
workers performed an equivalent volume of work of over 1,500 full-time
virtual employees required the careful development and optimization of
an RPA-architecture.
We created an architecture that embodies the best practices of both
RPA-methodology and RPA-tools. These two components defined automation
best practices like the enforcing of a rigorous process mapping and a
process automation design approach that captures every action for all
workflow possibilities and exceptions. Further, this enables a bot that
could seamlessly recover from exception-based failures. Ultimately,
that delivers industrial-grade performance at scale!

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.