Agent assist refers to artificial intelligence (AI)-powered tools that support contact center agents during live customer interactions. These systems provide real-time suggestions, automated data retrieval and contextual prompts, helping agents deliver faster and more accurate responses. By reducing manual effort and cognitive load, agent assist increases first-call resolution rates and enhances both agent efficiency and customer satisfaction.
Common features include real-time transcription, knowledge surfacing, sentiment analysis and next-best-action recommendations. As a result, organizations see improved productivity, reduced training time and a more consistent customer experience across interactions.
Agent assist is a smart tool that supports customer service agents during live calls or chats. It uses artificial intelligence (AI) to understand what the customer is saying and quickly provides helpful information to the agent. For example, if a customer calls with a question about their bill, agent assist can bring up the billing policy or suggest the best way to explain the charges.
This tool helps agents work faster and make fewer mistakes. It also reduces the time customers spend waiting for answers. Instead of searching through multiple systems or asking a supervisor, the agent gets real-time suggestions right on their screen.
Agent assist is especially useful in large companies with lots of products or services. It makes sure that all agents, even new ones, give accurate and consistent answers. This improves customer satisfaction and helps the company run more smoothly.
