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.
If a required disclosure or phrase hasn't been said, Agent assist prompts the agent during the call — while there is still time to say it. The prompts and their outcomes become part of the session record, ready for QA and coaching.
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
You can see it working: offer-mention rates, prompt outcomes, closing summaries and adoption are all measurable — so the effect shows up in your numbers, not just in anecdotes.
Offers presented, not just planned
Campaigns often underperform for a simple reason: the offer never comes up during the call. Agent assist connects your campaign logic to the live conversation in three steps:
- Notify — the agent sees the eligible campaign and talking points when the call context is known.
- Remind — a short nudge appears if the offer hasn't been mentioned, while there's still time to act.
- Validate — a closing summary records whether the offer was presented, ready for QA and coaching.
One insurance contact centre found the right offer reached the customer in only ~40% of eligible calls. Every percentage point above that baseline is revenue from calls you already handle.
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.
Agents can use Agent assist in the browser or as a managed desktop app (macOS and Windows), deployed through your MDM with SSO — built for contact centre workstations.
Where to go next
- Pillar guide: The guide to efficiency with AI
- Related use case: Live agent assist
- On-demand answers: Knowledge base agent
- The feedback loop: Sales monitoring — prompts and outcomes flow into analytics
Find out your offer-presentation rate. Book a demo and we'll show what share of your eligible calls include the right offer — on your own conversations.
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.
- Does it work with our CRM and telephony?
- It complements them. Campaign codes and customer context flow in via metadata and REST APIs, and Agent assist turns them into live prompts. It doesn't replace your CRM, telephony or QA recording.
- How do agents receive it — browser or desktop?
- Both. There's a web app for flexible environments and a managed desktop client for locked-down contact centre workstations — the same experience and backend either way.