What it does
- Suggests replies based on the conversation so far
- Finds relevant knowledge articles and scripts automatically
- Writes the summary when the conversation ends
- Answers agents’ own questions about products and policy
Why start here
The agent stays in control, so every AI suggestion is checked by a person before a customer sees it. That makes agent assist a lower-risk first step, especially in regulated industries.
Where it should live
Agents already juggle several screens. Assist works best inside the desktop they already use, with one-click actions such as copying a suggestion into the chat.
What to measure
Look at handling time, after-call work, consistency of answers and how quickly new agents reach full productivity.