Agent Assist
A technology that, during a live human customer-service call, analyzes the conversation in real time and pushes knowledge, suggested phrasing, or operational prompts to the agent's screen. The system supports the human agent by surfacing relevant information as the dialogue unfolds, while the final judgment and response remain with the person. Agent assist is used to shorten handling time, improve answer consistency, and reduce the cognitive load on service staff during interactions with customers.
Timeline (last 90 days)
Compared with putting AI directly in front of customers, real-time agent assistance and automatic summaries face less resistance to adoption, because these two types of applications do not output directly to the outside and have human fallback if errors occur.