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AI Agent Assist

Turn every agent into your best agent with real‑time guidance, automated QA, and CRM‑ready call summaries.

Modern contact centers win by coaching in the moment—not weeks later. Our ai agent assist delivers live prompts, objection handling, and compliance cues while a call is happening, then automates the wrap‑up with redacted summaries and scorecards.

Why AI Agent Assist

  • Coach in real time. Surface the right prompt or rebuttal at the exact moment it’s needed.

  • Protect compliance. Live disclosures and policy reminders reduce risk before it becomes a QA issue.

  • Finish fast. One‑click, CRM‑ready, redacted call notes and action items slash after‑call work.

  • Level up quality. Automated scorecards and insights help leaders coach to what matters.

  • Plug into your stack. Works alongside leading CCaaS/dialers and your CRM.

Outcomes our clients target: higher conversion and CSAT, lower AHT and ACW, fewer compliance misses, more consistent talk tracks.

What You Get

Real‑time Agent Guidance

  • Intent‑aware prompts that adapt as the conversation unfolds

  • Objection handling: trigger‑based rebuttals (e.g., “too expensive,” “call me later”)

  • Live compliance cues (disclosures, consent, identity verification)

  • Script “call maps” with branching logic for different scenarios


Automated QA & Coaching

  • Dual approach: rule/keyword checks and AI scoring

  • Clear, explainable results (Yes/No/NA + rationale)

  • Sentiment and compliance flags

  • Coaching workflow with assignments and sign‑off


Summaries & After‑Call Work

  • CRM‑ready summaries (disposition, next steps, commitments)

  • Automatic PII/PHI/PCI redaction in transcripts and summaries

  • Structured notes for Salesforce, HubSpot, Zendesk, ServiceNow (and more via webhook/API)


Analytics & Search

  • Filter by agent, campaign, intent, prompts, dispositions, and outcomes

  • Export to CSV/Excel or connect to your BI


Language Support

  • Broad multilingual coverage for international teams (English, Spanish, French, German, Portuguese, and more)


How It Works

  1. Connect your dialer/CCaaS. We ingest call events (start/end/disposition) and map agents/campaigns.

  2. Configure call maps & rebuttals. Import your scripts, disclosures, and objections.

  3. Deploy agent assist. Agents see a lightweight assist pane with live prompts during calls.

  4. Automate the wrap‑up. Redacted summaries flow to your CRM; QA scorecards are generated automatically.


Use it your way: desktop assist or embedded panel (depending on platform). Our team will recommend the best path for your environment.

Integrations

Works with leading CCaaS and dialers (e.g., Five9, Genesys, NICE, Talkdesk, RingCentral, Dialpad, Vonage, Mitel) and connects to Salesforce, HubSpot, Zendesk, ServiceNow via native methods or webhooks.

Have a bespoke telephony setup? We can integrate via webhooks and APIs.

Security & Compliance

  • Enterprise‑grade controls: encryption in transit and at rest, role‑based access, audit trails

  • Compliance‑ready: supports HIPAA/PCI/GDPR programs and BAAs where required

  • Automatic redaction: SSN, card data, health identifiers, addresses, DOB, and more

  • Data governance: configurable retention, export, and deletion policies


We’ll align controls to your policy and regulatory needs during onboarding.


Use Cases

  • Sales & Enrollment: keep talk tracks tight, lift conversions, enforce disclosures

  • Customer Care: faster FCR with knowledge‑backed live prompts

  • Collections & Billing: consistent compliance language and payment handling

  • Healthcare Support: PHI‑aware summarization, identity checks, benefit explanations

  • Utilities & Field Services: outage scripts, appointment scheduling, data capture

  • Travel & Hospitality: policy guidance, waivers, rebooking workflows


Results That Matter

  • +10–30% lift in conversion/close rates (program‑dependent)

  • −15–25% reduction in average handle time

  • −40–60% reduction in after‑call work

  • ↑ QA pass rate and fewer compliance misses


Your program’s baseline determines the exact lift. We define targets during pilot design.


Implementation

  • Discovery & design: goals, scripts, dispositions, compliance requirements

  • Integration: dialer/CCaaS and CRM connection, SSO (optional)

  • Playbook setup: call maps, objections, compliance prompts, QA scorecards

  • Enablement: agent training, go‑live checklist, KPI dashboard

  • Pilot → scale: iterate with weekly insights; expand by team or campaign


FAQ

Does ai agent assist replace agents? No. It augments agents with live guidance and automation so they perform at a consistently high level.


Do you record and transcribe calls? We generate transcripts to power guidance, summaries, and QA. Recording/transcription policies are configurable per program and jurisdiction.


Is this HIPAA/PCI compliant? We support HIPAA and PCI programs, including BAAs where required. Redaction removes sensitive data from transcripts and summaries.


Will it work with our dialer? Yes—most customers connect via standard webhooks or native connectors. Bespoke environments are supported via API.


Can we use our existing knowledge base? Yes. We can align prompts and call maps to your content and import curated answers or checklists.


What about multiple languages? We support broad multilingual coverage for agents and customers.


How do you secure our data? Enterprise encryption, role‑based access, audit logging, and data‑retention controls. We’ll align to your security policy during onboarding.


Ready to see it?

Book a 20‑minute demo to watch ai agent assist guide a live call, create a redacted CRM summary, and generate a QA scorecard—end to end:


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