Real-Time Agent Assist
Live call intelligence for contact centres: the customer speaks, and a recommended answer appears on your agent’s dashboard while the call is still happening.
This sits inside your existing dialer rather than replacing your people. As the customer talks, their speech streams through our pipeline in real time and the agent sees a recommended response on screen — grounded in your approved answers, policies and product facts. It raises accuracy and consistency on live calls, shortens the ramp for new hires, and gives quality teams a record of what was recommended against what was actually said.
What this solves
- Answer quality varying widely between your best and newest agents
- New agents taking months to reach acceptable accuracy
- Quality assurance sampling a tiny fraction of calls, after the fact
- Agents putting customers on hold to go and find the right answer
- Compliance-sensitive answers being improvised under time pressure
What you get
- Direct integration with your existing dialer and agent desktop
- Real-time streaming speech-to-text on the live customer audio
- Recommended responses on the agent’s dashboard, grounded in your approved content
- Live retrieval over your policies, scripts and product knowledge
- Post-call quality scoring and coaching signals for QA and training
- Full transcripts with what was recommended versus what was said
Technology
Industries
Frequently asked
How is agent assist different from an AI voice agent?
An AI voice agent replaces the human on routine calls. Agent assist keeps your human on the call and makes them better at it — the AI listens and suggests, the person decides and speaks. It suits regulated, high-value or emotionally sensitive conversations where you want a human voice but consistent, accurate answers.
Does it work with our existing dialer?
Yes — it is designed to integrate with the dialer and agent desktop you already run, rather than asking you to migrate telephony. We tap the live audio stream and render suggestions into the agent’s existing workflow.
Can it help train new telecallers?
That is one of its strongest uses. Live suggestions shorten the learning curve on real calls, and the transcript record of recommended versus actual answers gives trainers concrete, specific coaching material instead of impressions from spot-checks.
Talk to the engineers who build it
Tell us the problem and we'll tell you whether real-time agent assist is the right answer — and what it would take.