The procedure for this moment
The driver is detected during the conversation and the matching step-by-step process appears, with nothing for the agent to search for.
Agent Assist
AI doesn't replace your agent. It feeds them the right answer.
During the conversation, Agent Assist listens, understands and displays on screen what to say, check or offer. After the conversation, it writes up the summary. Your agent keeps the relationship; everything that pulled them away from it disappears.
The AI Workforce for Customer Experience
An agent spends a significant share of their time not talking to the customer
Agent Assist eliminates searches, manual data entry, and the need to switch between multiple applications. With every interaction, agents save time, handle requests more efficiently, improve the customer experience, and increase productivity.
During the conversation
Real-time guidance
Agent Assist transcribes and analyses the conversation in real time, identifies the reason for the call and surfaces exactly what the agent needs at that moment: the right answer, the applicable procedure, a mandatory compliance disclosure, an eligibility rule or relevant customer history.
The agent remains fully in control: every recommendation can be followed or dismissed.
Instead of searching across tools and knowledge bases, the right information appears automatically, exactly when it is needed.
What shows up
At the right moment, not all the time
The disclosures you can't miss
Recording notice, pre-contract information, consent capture: the checklist ticks off as the exchange unfolds and flags what's missing before wrap-up.
The answer, from your documentation
The right page from your knowledge base surfaces on its own, up to date, instead of being hunted down across three tabs.
Customer context
History, contracts, recent interactions, open promises: gathered on screen without leaving the conversation.
Relevant opportunities
When the profile and the moment fit, the right offer is suggested — with its conditions, so the agent presents it accurately.
The drift alert
Rising tension, confusion, an off-script promise: the agent is warned while they can still recover the conversation.
After the conversation
Wrap-up, reduced to a quick review
The conversation is transcribed, summarized and tagged automatically, then pushed to your CRM with the driver, the commitments made and the next steps. The agent reviews, corrects if needed, and approves.
The gain is twofold. Time first: wrap-up drops from several minutes to a few seconds. Data quality next — consistent, complete summaries, even late in the day, which no manual entry can guarantee.
Three audiences
What each one gets out of it
Agents
Less searching, less typing, less uncertainty about the right procedure. More time spent on what matters to them: the conversation itself.
Supervisors
New hires who become independent faster, practice gaps that shrink, and the certainty that mandatory disclosures are prompted on every exchange.
Leadership
Usable summaries, reliable contact drivers, and a drop in handling time measurable within the first few weeks.
Skill-building
A new agent learns on real conversations
This is Agent Assist's most visible effect, and the least anticipated. A new hire coached in real time doesn't learn in a training module: they learn by handling real calls, with the right answer in front of them the moment the question comes up.
For a floor that hires continuously or opens seasonal campaigns, it's the difference between an unmanaged ramp-up and a controlled one.
Multichannel
Voice, but not only voice
Agent Assist works on voice just as it does on written channels. An agent handling three WhatsApp conversations in parallel gets the same guidance and the same automatic summary as on the phone — with one useful difference: on written channels, the suggestion can be inserted directly into the reply before it's sent.
ROI
calculate yoursAgent Assist's gain is calculated from your own volumes, your average handling time and your fully loaded hourly cost. Our calculator gives you a conservative estimate in two minutes, no sign-up required.
Open the ROI calculator →Frequently asked
What floor managers ask us
Does Agent Assist replace agents?+–
No, and that's an important distinction: an AI agent handles the conversation instead of a human; Agent Assist assists a human who's running it. The two coexist at most of our customers — autonomous AI on simple drivers, assistance on conversations that warrant an agent.
Is the agent required to follow the suggestions?+–
No. These are proposals shown on screen; the agent stays in control of the exchange. Mandatory disclosures, however, are prompted until they're delivered, because they're a compliance commitment.
What does the AI base its suggestions on?+–
Your documentation, your procedures and your scripts — not general knowledge. That's what avoids plausible-sounding but wrong answers. The quality of the guidance depends directly on the quality of your knowledge base, and we tell you that upfront.
What happens to the conversation transcripts?+–
They stay within your environment, under the same retention and protection rules as your recordings. They also feed Quality Monitoring if you have it, with no double processing.
Do we need to change the agent desktop?+–
Not if you're on Vocalcom: Agent Assist integrates into the existing desktop. If your stack is elsewhere, integration runs as an overlay or via API, to be assessed for your environment.
How long before we see an effect?+–
On wrap-up reduction, the effect is immediate from go-live. On skill-building and handling time, it takes a few weeks for the measurements to become representative.
Try Agent Assist on your own calls
Bring a common call driver and your current documentation. We'll show you what the agent would see on screen, on a real case.