What does agent assist do during a call?

It listens to the live conversation and surfaces relevant guidance in real time — the right answer, the next best action or a reminder of process — so the agent doesn't have to search or recall it under pressure.

How is this different from a knowledge base agent?

The knowledge base agent answers questions on demand; agent assist works proactively during the live interaction, prompting the agent based on what is happening in the conversation. They complement each other.

Does it replace the agent's judgement?

No. It supports the agent with timely information and suggestions; the agent stays in control of the conversation and the decision.

Agent assist

Real-time guidance that helps agents get it right, in the moment.

In the middle of a call, an agent is doing several jobs at once: listening, navigating systems, recalling policy and deciding what to say next. Under time pressure, that cognitive load leads to hesitation, long silences and inconsistent answers — and it wears agents down.

Agent assist lightens that load. It works alongside the agent during the live conversation, surfacing the right information and the next best action exactly when it is needed.

Guidance in the moment, not after the fact

Most analytics tells you what went wrong after the call. Agent assist acts during it — recognising what the conversation is about and prompting the agent with relevant answers, steps or reminders in real time.

Less hesitation, more confidence

By putting the right answer within reach, live agent assist:

Cuts dead air spent searching for information
Helps newer agents perform closer to your best ones
Keeps answers consistent, wherever the customer lands

Part of a connected platform

Agent assist works hand in hand with the knowledge base agent for on-demand answers, and everything is grounded in the same conversation data that powers analysis and quality scoring.

Where to go next

Pillar guide: The guide to efficiency with AI
Related use case: Live agent assist
On-demand answers: Knowledge base agent

Want to see real-time guidance on your own conversations? Book a demo.

Frequently asked questions

What does agent assist do during a call?: It listens to the live conversation and surfaces relevant guidance in real time — the right answer, the next best action or a reminder of process — so the agent doesn't have to search or recall it under pressure.
How is this different from a knowledge base agent?: The knowledge base agent answers questions on demand; agent assist works proactively during the live interaction, prompting the agent based on what is happening in the conversation. They complement each other.
Does it replace the agent's judgement?: No. It supports the agent with timely information and suggestions; the agent stays in control of the conversation and the decision.