About Agent Assist

Feature coming soon: Agent assist

Agent Assist provides the real-time transcription of a customer call and knowledge suggestions that update automatically based on the context of the conversation. Knowledge suggestions include FAQ or knowledge article recommendations that make agents more efficient, knowledgeable, and improving the overall customer experience.

Understand Agent Assist

Learn about Agent Assist. Review permissions and procedures required for an Agent Assist implementation, and GDPR compliance information.

Configure Agent Assist

Work with Agent Assist

Agents use Agent Assist to get real-time assistance based on their interaction with customers. Instead of searching for information by themselves, they can focus on the ongoing conversation while Agent Assist displays a transcription and provides FAQ and knowledge article suggestions. You can filter the queues enabled with Agent Assist to view the associated interaction data.