Agent assist uses real-time AI guidance to support contact center agents. It listens in on calls and monitors chats, then suggests relevant responses, knowledge base articles or best practices to the agent. By automating repetitive tasks and providing quick access to key information, agent assist helps reduce average handle time (AHT) and improve customer satisfaction. Agents also benefit from real-time training, as the system can flag potential errors or suggest more effective communication strategies. This real-time support makes it easier for new hires to get up to speed quickly and seasoned agents to maintain consistency. Overall, agent assist bridges human expertise with AI efficiency, creating a more productive and customer-focused environment.
