Agent assist is artificial intelligence (AI) that supports human agents in real time during live customer interactions. It listens to the conversation as it happens and supplies what the agent needs in the moment: relevant knowledge, suggested next steps, compliance reminders, and automated notes. The customer talks to a person; the AI works in the background for that person.
How It Works
During a call or chat, the system transcribes and interprets the conversation as it unfolds. When the customer raises something, it surfaces the matching knowledge article or procedure before the agent has to search. It can prompt the next best action, flag required disclosures, and draft the wrap-up summary when the interaction ends.
Agent Assist vs AI Agent
The names are close; the roles are opposite. An AI agent handles the interaction itself: the customer talks to the AI. Agent assist never talks to the customer; it makes the human handling the interaction faster and more consistent. Most enterprise operations use both, applied to different parts of their demand.