Empower your agents in real time with AI agent assist


Spend more time building meaningful connections

Make it easy to find answers

The average customer service agent has to rely on cumbersome manual searches through various information stores. Agent assist delivers the support they need, when they need it.

Automate manual tasks

Manually crafting call notes that capture the total interaction history is time consuming. Intelligent automation boosts agent productivity and standardises wrap-up processes.

Focus on what matters

Agents don’t capture insights from every conversation and the data is rarely analysed — making this rich knowledge base incomplete. Agent assist captures more context, every time.

Deliver real-time support — without having to ask for it

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Genesys AI automates information for agents and reduces manual efforts directly in their desktop.

Knowledge automation

Automatically provide support for customer conversations. The artificial intelligence (AI)-enabled Smart Advisor eliminates frustrating and tedious manual searches.

Automatic reporting

Interaction summaries are time consuming, and the results are inconsistent. Genesys Agent Assist creates these reports automatically, and still allows for personalisation.

Generative AI

Free agents from repetitive post-interaction tasks with smart automation, such as automatic summarisation built using generative AI. With AI, agent assist becomes a true AI agent co-pilot.

Embedded knowledge

The native agent assist tool includes Genesys Knowledge, an intuitive workbench that uses AI to create, structure, analyse and optimise your knowledge base.

Agent experience integration

Genesys Agent Assist is embedded into the agent desktop. Optimise for voice and real-time, dynamic digital experiences.

Flexible AI

Genesys provides a choice of embedded or third-party AI. It can integrate with Google CCAI and other AI partners for knowledge and additional agent assist features.

Idc general purpose cai marketscape chart

IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor Assessment

Genesys named a Leader by IDC MarketScape

Genesys recognised for its ability to deliver conversational AI capabilities across an array of digital and voice-based channels

Position your contact centre agents to succeed

When customer support agents have to go it alone, the experience suffers for everyone. Agents have to quickly surface information and relay it to the customer. Customers might get bad information, or an issue could go unresolved. And these poor experiences for customers and employees make it difficult for a business to retain either.

Providing agents with timely support unleashes your employee superpower. No more rushed learning, mix-and-match knowledge or guesswork. That leads to increased customer satisfaction with every incident, and can help businesses retain valuable repeat buyers.

Get start-to-finish support in a single solution

Agent assist gives voice and digital agents all the help they need in one place. From knowledge support during a live customer interaction to managing summaries and data gathering, here’s what sets agent assist apart.

Deliver actionable advice and AI-enabled assistance in one solution

Many agent assist solutions deliver advice. Genesys goes farther, providing contextual knowledge for each customer conversation. Robotic process automation also reduces the manual effort required for routine tasks, such as interaction summaries and notes. And that increases agent efficiency.

Make knowledge and analytics more accessible

Agent assist includes Genesys Knowledge, an intuitive workbench that ensures a single source of customer experience truth. Agents can create articles, enhance interactions with rich media and enable automatic search. This includes analytics to help identify and bridge knowledge gaps.

Optimise the experience with better insights

Agent assist uses AI to automate repetitive manual tasks to create meaningful interaction histories. When captured consistently, these histories are a valuable source of customer insight for the business, new agents and any repeat interactions.

Support omnichannel interactions immediately

Agent assist integrates with digital and voice conversations from day one. Capabilities like automatic knowledge support and agent automation come standard. And the overall agent experience is tailored to the channel, making it easy to use.

See what else you can do with Genesys

Transform your customer experience with AI

See agent assist in action

Uncover the right information when you need it. Build stronger connections with your customers. With tools like Genesys Agent Assist, your contact centre agents can be super agents, too. See what agent assisted automation can do today.

Thank you for your interest.

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Frequently asked questions

What are the different types of agents?

In a customer service context, different types of agents include inbound agents (who handle incoming customer calls), outbound agents (who make calls to customers), sales agents, support agents and live chat agents. There are also automated agents, like chatbots or IVR systems.

Outside the contact centre, an agent is anyone who works directly with customers. Loan officers, insurance brokers, patient advocates and other front-office employees are often referred to as agents and have the same needs for information and automation.

What is an example of a virtual agent?

Virtual agents use artificial intelligence to understand and respond to user queries. Virtual agents often use AI to enable natural language conversations. They can also perform tasks through robotic process automation. Siri by Apple, Alexa by Amazon and Google Assistant are also examples of virtual agents for search. Chatbots, voicebots and IVR are also considered virtual agents.

What is AI agent assist?

AI agent assist refers to AI technologies that support human agents in handling customer interactions. These systems can suggest responses, provide relevant information in real time, automate routine tasks, and help agents resolve customer queries more effectively and efficiently. AI agent assist may be referred to as “agent co-pilot” to denote the synergistic relationship between the virtual and human agents.

What kind of AI does agent assist use?

Agent assist uses multiple forms of AI. Conversational AI and generative AI work with the conversation through transcription, insight extraction, summarisation and more. Semantic search enables intent-based information retrieval. In addition, predictive AI is used to determine likely outcomes and can suggest or automate the next best action.