Give agents the right next step.
Surface approved knowledge and contextual suggestions while an agent handles an interaction.
Real-Time Agent Assist
The business challenge
Agents switch between systems, search policies and deliver inconsistent answers.
What better looks like
Surface approved knowledge and contextual suggestions while an agent handles an interaction. Teams can focus their effort on evidence, review and continuous improvement.
A delivery query retrieves an approved tracking procedure and suggests a vendor escalation.
Core AI capabilities
Designed as an integrated workflow. Availability and model performance require implementation and validation.
- 01Real-time agent guidance
- 02Contextual knowledge recommendations
- 03Next-best-action suggestions
- 04Approved response recommendations
- 05Process navigation
- 06Product and policy retrieval
- 07Escalation recommendations
- 08Knowledge gap identification
- 09Intelligent interaction summaries
How it works
Human oversight is part of the workflow.
Read authorised interaction context
Retrieve approved knowledge
Suggest the next action
Let the agent approve the response
See the idea in action.
A delivery query retrieves an approved tracking procedure and suggests a vendor escalation.
Deterministic sample output. No recording is uploaded and no AI model is invoked.
KPIs impacted
Knowledge retrieval time, handling time, suggestion acceptance, resolution rate.
Use case
A delivery query retrieves an approved tracking procedure and suggests a vendor escalation.
Planned integrations
Knowledge bases, CRM, agent desktop. Connectors are not active in this showcase.
Implementation considerations
Access controls must apply to retrieved documents. Display source/version and measure suggestion latency.