Agent Assist

Hi, I’m Conviner, your call center assistant. Have you bookmarked me yet? I can come in handy. (*Wink Wink*)

Agent assist enhances agent productivity by 35%, offering AI-powered reply suggestions, knowledge surfacing, and workflow automation.

1. What Is Agent Assist?

Agent Assist, an AI-powered solution, was developed to provide real-time assistance to contact center agents during customer interactions. It records or listens to live voice or chat conversations and provides recommendations, answers, and relevant knowledge base articles in real time to help agents handle queries more accurately and efficiently.

By surfacing the right information at the right moment, agent assist reduces average handle time, boosts first-call resolution, and minimizes the need to escalate issues. It also ensures consistent service delivery by guiding agents through compliance scripts and recommended workflows.

Agent Assist often integrates with CRM and ticketing systems to pull contextual data, enabling agents to offer personalized responses without needing to switch screens. Some platforms also automate post-call summaries and next steps, further reducing the time required.

Businesses that implement agent assist report significant gains in operational efficiency. Studies show up to a 35% improvement in agent productivity and 25% faster resolution times. For new or less experienced agents, it acts as a real-time coach, reducing training time and error rates.

In short, agent assist bridges the gap between agent performance and customer expectations, helping deliver faster, smarter support.

2. What Is Agent Assist Software?

Agent assist software is an AI-driven tool that helps contact center agents during live customer interactions by offering real-time suggestions, auto-recommendations, and contextual information. It eliminates the need for manual searches by listening to conversations and immediately surfacing pertinent answers, knowledge base articles, or workflows. 

The software is designed to boost efficiency, cut handle time, and improve first-call resolution. Companies using agent assist software report up to 35% increases in agent productivity and 20% faster response times, making it essential for scaling high-quality customer support.

There you go! Let’s meet again soon.

Cut Training Time in Half with Agent Assist!