Challenges
Agents Face
Agents today work under immense pressure to deliver fast, accurate responses while navigating large amounts of information. Without real-time support during live interactions, they are often forced to manually search for details—resulting in longer handle times and reduced first-call resolution rates. These delays can lead to inconsistent or incomplete responses, which ultimately impact customer satisfaction. Over time, the increased workload and inefficient workflows contribute to higher stress levels and agent burnout.
How AI Agent
Assist Works
AI Agent Assist supports your team throughout the entire customer interaction. Before the call, it provides instant context by displaying previous call summaries. During the call, Agents benefit from real-time transcription, evolving sentiment tracking, and a built-in AI Assistant that helps them respond quickly and confidently. After the call, the system automatically generates structured recaps and action items, ensuring accurate follow-up and saving valuable time on manual note-taking.
Key Features
AI Agent Assist is packed with intelligent tools designed to enhance agent performance. Previous Call Summary gives quick insight into recent customer interactions, helping Agents personalise each conversation. The AI Assistant, built using AI Builder, delivers accurate responses based on your organization's knowledge base—no external sources.
Live Transcription and Sentiment Insights capture conversations in real time, providing searchable transcripts and tone analysis. After each call, AI Recap produces a one-click summary and list of action items to streamline wrap-up and documentation.
Configuration
Overview
AI Agent Assist is flexible and can be enabled at the Agent or Team level, depending on your workflow. Supervisors can assign AI Assistants and real-time transcription features per queue, ensuring each department has the tools tailored to their needs.
Access and visibility are fully customizable, and for AI Recap to work correctly, both transcription and AI Assist must be activated. This ensures every component functions seamlessly across your Contact Center environment.
Why It
Matters?
AI Agent Assist empowers your team with the tools they need to work smarter, not harder. Agents experience faster resolutions, more consistent customer interactions, and less daily stress, while your business benefits from improved operational efficiency and better overall performance.
It’s a smarter, more streamlined way to deliver exceptional customer service.