Real-time Agent Assist

Agent Assist powered by Generative AI can transform the way contact centre agents and customer service teams deliver support. By providing real-time assistance during live chats, Agent Assist listens to the conversation, interprets the customer’s intent, and surfaces relevant knowledge instantly — all without the agent needing to search manually.

Leveraging Large Language Models (LLMs) combined with Retrieval-Augmented Generation (RAG), Agent Assist can generate precise answers from internal documentation, policies, product guides, and previous tickets to suggest the most accurate and helpful responses.

Agent Assist acts like a smart co-pilot, it is especially valuable for inexperienced agents and helps them be confident, accurate, andon-task, without interrupting the conversation flow. It can also reduce stress,shorten handling times, and improve the consistency of support across your team.

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Features

• Real time support with an AI Assistant that provides instant hints and information to agents during customer interactions, improving response efficiency
• Improved First-Contact Resolution: Helps agents resolve issues more effectively during the first contact, enhancing customer satisfaction.
• Share knowledge easily: Ensures that all agents can receive accurate and timely information, boosting confidence and consistency.