Which method can assist agents in resolving customer issues more efficiently?

The method of suggesting knowledge articles to an agent during a chat session is highly effective in assisting agents with resolving customer issues efficiently. This approach provides agents with instant access to relevant information and resources, enabling them to quickly find solutions to specific problems. By having curated knowledge articles at their fingertips, agents can reduce the time spent searching for answers and deliver faster, more accurate responses to customers.

Access to knowledge articles also ensures that agents are using consistent information, which enhances the overall quality of service. This practice supports both new and experienced agents by equipping them with tools that allow them to handle queries more confidently, thereby improving customer satisfaction and decreasing resolution times.