Real-Time Agent Assist

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? Over 83 % of contact‑center agents report increased productivity after implementing AI tools, including real‑time assist systems.

1. What is Real-Time Agent Assist?‍

Real-Time Agent Assist is AI-powered software that listens to live customer-agent conversations and provides instant suggestions, answers, or resources to help agents respond better and faster.

2. What Does an Agent Assist Do?‍

Agent Assist tools guide call center agents during live calls or chats by offering real-time recommendations, objection handling tips, compliance alerts, and knowledge base articles, all while the conversation is happening.

3. What is the Meaning of Real-Time Assistance?‍

Real-time assistance refers to instant support or suggestions provided to users or agents at the exact moment a task or interaction is taking place, without delay.

4. What is Agent Assistance?

‍Agent assistance refers to any tool or system designed to help support agents perform their tasks more effectively, such as script prompts, live AI cues, customer data summaries, and product knowledge during interactions.

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