Agent Assist Copilots
Customer support and sales agents operate in extreme, high-stress environments. They must actively listen to the customer, navigate labyrinthine software systems, look up policies, and draft empathetic responses simultaneously. This cognitive overload leads to long hold times and agent burnout. Agent Assist is a real-time AI copilot designed to augment human workers. By processing live call audio or chat transcripts in sub-second intervals, the AI automatically suggests responses, surfaces relevant knowledge articles, and guides the agent to the fastest resolution before they even touch their keyboard.
Key Offerings
- Sub-Second Call Transcription and Sentiment Analysis
- Automatic Surfacing of Relevant Knowledge Articles & Workflows
- Context-Aware Response Drafting for Live Chat
- Zero-Touch Automated Post-Call CRM Summarization
Success Topologies
Customer SupportCall Center Knowledge Surfacing
The ChallengeIn a high-volume telecom contact center, agents frequently placed customers on hold for 3-5 minutes while manually searching archaic databases to troubleshoot specific internet router models.
The SolutionWe integrated Agent Assist into the telephony platform. As the customer describes the blinking light pattern, the AI transcribes the audio, understands the intent, and instantly pushes the correct diagnostic tree to the agent`s screen.
The OutcomeAverage Handle Time (AHT) was reduced by 28%. Agents provided faster, highly accurate support without placing customers on hold, significantly boosting CSAT scores.
Real-Time Objection Handling
The ChallengeA B2B sales call center noticed low conversion rates among new hires because they struggled to remember correct rebuttals when prospects raised sudden objections about pricing.
The SolutionThe Agent Assist copilot monitors live sales calls. If a prospect raises a competitor objection, the AI immediately displays an on-screen prompt advising the agent to highlight specific SLAs and authorizes a dynamic promotional discount.
The OutcomeNew agent ramp-up time was cut in half. Real-time guidance ensured optimal, data-backed responses, leading to a 15% increase in conversion rates across the floor.
Automated Post-Call Wrap-Up
The ChallengeSupport agents spent 2-3 minutes after every single call manually typing notes and summaries into the CRM, drastically reducing the total number of customers they could assist daily.
The SolutionUtilizing live transcripts, Agent Assist automatically synthesizes a formatted summary, extracts the core issue and resolution, and pushes data directly into CRM fields the moment the call ends.
The OutcomePost-call wrap-up time dropped to under 15 seconds. The contact center increased overall call capacity by 20% without adding headcount, and CRM data quality improved massively.
US Telecom Competitor Churn Deflection
The ChallengeA major US broadband provider faced severe churn in highly competitive markets. Support agents were consistently caught off-guard when customers called to cancel in favor of specific regional competitors.
The SolutionAgent Assist listens to live cancellation calls. Detecting competitor names, the AI instantly surfaces localized promotional retention offers and competitor deficit battlecards.
The OutcomeReal-time conversational augmentation allowed agents to preemptively counter competitor offers, saving over 15,000 accounts in Q1 and driving $18M in retained annualized revenue.
UK Energy Market Volatility Support
The ChallengeA UK energy supplier experienced unmanageable call volume spikes during Ofgem price cap announcements. Agents were overwhelmed attempting to explain complex tariff shifts to panicked customers.
The SolutionDuring price cap shifts, Agent Assist transcribes the live call and instantly calculates the customer`s new projected energy bill based on the latest Ofgem cap, pushing empathetic scripts into the UI.
The OutcomeAverage Handle Time during crisis periods fell by 30%. Agents were empowered with instant financial data, maintaining high CSAT despite extreme UK energy market volatility.
FinTech Fraud Dispute Orchestration
The ChallengeSupport agents at a digital bank faced extreme cognitive load during high-stress fraud dispute calls, simultaneously managing panicked customers, freezing accounts, and reading strict legal disclosures.
The SolutionAgent Assist listens to live fraud claims. Upon mention of unauthorized transactions, the AI surfaces the exact transaction, pre-loads the "Freeze Card" API action, and pushes mandatory legal scripts into the UI.
The OutcomeFraud dispute handle times were slashed by 50%. The copilot ensured absolute regulatory compliance during high-stress interactions, allowing agents to execute protocols flawlessly.
UK/US Banking Deepfake Audio Defense
The ChallengeA surge of generative AI voice clones (deepfakes) bypassed traditional voice biometrics, leading to fraudulent account takeovers because human agents could not distinguish synthetic audio from real customers.
The SolutionWe deployed an advanced Agent Assist pipeline overlaid with acoustic anomaly detection. It analyzes audio waveforms for synthetic artifacts in sub-second intervals, flashing a "Synthetic Audio Warning" and triggering step-up video authentication.
The OutcomeThe bank prevented over $25M in fraudulent wire transfers in Q1. Agents were empowered with real-time acoustic intelligence, stopping advanced deepfake takeovers dead in their tracks.
Insurance First Notice of Loss (FNOL) Triage
The ChallengeDuring high-stress auto accident calls, insurance agents had to simultaneously calm a policyholder and manually fill out a rigid, 50-field First Notice of Loss (FNOL) form in Guidewire.
The SolutionThe Agent Assist copilot actively listens to the claimant`s story, automatically extracting date, time, location, injury status, and damage descriptions, autonomously populating the FNOL form live.
The OutcomeClaim intake duration was slashed by 45%. The human agent focused 100% on customer empathy and safety while the AI perfectly captured administrative data.
B2B SaaS Developer API Support
The ChallengeSupport engineers wasted 15 minutes per call asking developers for API keys, putting them on hold, and manually searching backend logs to diagnose failing integrations.
The SolutionAgent Assist transcribes the developer`s complaint live, autonomously extracts the user ID, executes secure API calls to backend logs, and surfaces the exact JSON error code and suggested fix directly to the agent.
The OutcomeTier-1 resolution rates increased to 80%. Agents resolved highly technical API issues instantly on the call, entirely bypassing the need to escalate tickets to expensive Tier-2 engineering teams.
US/UK Debt Recovery & Vulnerable Customer Compliance
The ChallengeCollections agents navigating sensitive financial hardship calls faced extreme regulatory risk under strict FDCPA/FCA guidelines if they failed to recognize a customer`s vulnerability.
The SolutionThe copilot monitors the live conversation for emotional distress and financial keywords. Mentioning "lost my job" triggers a "Vulnerable Customer Protocol" warning, pausing aggressive workflows and injecting empathy-driven payment-plan scripts.
The OutcomeRegulatory fines dropped to zero. Algorithmically enforced compliance and empathetic framing increased long-term debt recovery rates by 12% through sustainable payment plans.