Agent assist is an AI-powered tool that provides real-time support to customer service agents during interactions. It listens, analyzes and surfaces relevant information, such as next-best actions, knowledge base articles or summaries. Unlike full automation, agent assist augments human performance — helping agents resolve issues faster and more accurately across every channel. And now agent assist is incorporated into our Genesys Cloud™ Agent Copilot capabilities.
“Genesys Cloud Agent Copilot supports agents as they work through customer interactions from start to finish. In the contact center, it surfaces knowledge for agents, without them needing to search for it, based on the content of the conversation. And because it takes notes on customer interactions and presents them to the agent to review, it also helps to shorten after-call work ”
Sean Rooney, Principal Product Manager, Conversational AI, Genesys
In large enterprises, agents handle complex products and compliance-heavy inquiries. Agent assist streamlines resolution by analyzing customer context and instantly retrieving accurate information from internal systems or knowledge bases. This reduces manual searches and ensures responses align with company standards and regulations.
Post-interaction documentation slows agents and supervisors. Agent assist automatically transcribes and summarizes conversations, capturing key details like sentiment, issue type and resolution. This saves minutes per call and improves data accuracy for performance reporting.
Highly regulated sectors such as financial services or healthcare use agent assist to monitor adherence to scripts and legal disclosures in real time. It can flag deviations or missing statements, protecting organizations from compliance risks and ensuring consistent service quality.
Global enterprises benefit from AI models that detect language, intent and sentiment across channels. Agent assist enables consistent, contextual assistance in any language — empowering agents to serve customers seamlessly, even across regions and languages.
Agent assist can detect customer sentiment trends, suggest better phrasing and identify skill gaps. Supervisors use these insights for targeted coaching, improving workforce engagement and accelerating onboarding for new agents.
AI-powered agent assist is built into the Genesys Cloud™ platform, enabling your teams to deliver faster, more personalized and compliant service. From real-time guidance to post-call summaries, Genesys Cloud helps enterprises empower agents, reduce costs and enhance every interaction.
Discover how Genesys Cloud transforms agent performance at scale with Genesys Cloud Agent Copilot.
