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For contact center agents, the pressure is real. They’re expected to manage high call volumes, navigate complex issues, and maintain empathy and professionalism—often while switching between multiple systems and knowledge repositories to find the information they need.
This “knowledge sprawl” creates friction, delays, and ultimately impacts the customer experience.
When customers don’t get accurate answers in real time, satisfaction drops, frustration builds, and loyalty is lost.
That’s where Uniphore’s U-Assist comes in — with built-in knowledge retrieval powered by X-Stream, it eliminates the time-consuming search for the right information.
What Is U-Assist?
U-Assist is Uniphore’s real-time agent assist solution designed to provide in-the-moment guidance during live customer interactions, along with after-call work automation to streamline repetitive tasks. Powered by next-generation AI on Uniphore’s platform, U-Assist understands conversations as they happen—surfacing dynamic prompts, next-best actions, and relevant answers, all without requiring the agent to search or switch screens.
A key component of U-Assist is a powerful knowledge engine: X-Stream. As a built-in capability, X-Stream synthesizes knowledge from across the enterprise — including knowledge bases, FAQs, internal documentation, and product manuals — into a single, unified source of truth. This enables agents to access the right information instantly, without the need to search or switch systems.
What sets this knowledge layer apart is its ability to connect to a wide range of data sources and create a horizontal, reusable knowledge base that supports not only live agent assist, but also self-service and QA workflows.
With X-Stream built in, U-Assist transforms how agents discover and deliver information — turning what once required placing a customer on hold into fast, seamless, and proactive support.
The problem: information overload in the contact center
In many contact centers, agents must toggle between several disconnected systems to find the right information—one tool for billing, another for technical support, a third for policy documentation. Even then, the answer may be buried in a lengthy article, forcing agents to skim and guess.
This fragmented search experience leads to:
Increased average handle time (AHT)
Longer customer hold times
Inconsistent or incorrect responses
Frustration for both agents and customers
New agents may struggle even more—unfamiliar tools and siloed knowledge make onboarding slower and increase the risk of errors.
Did you know...
Agents spend 36% of their day searching for content across multiple systems—a major drain on productivity and service quality.
The solution: instant, contextual answers at your fingertips
Here’s how U-Assist improves the agent experience and boosts performance:
Real-time guidance
Detects customer intent, sentiment, and context to provide next-best action recommendations and notifications.
Intelligent retrieval
Proactively suggests information based on detected intent, keeping agents ahead of the curve.
On-screen delivery
Provides step-by-step guidance and instant answers—right in their interface. No screen switching, no pausing the conversation, no wasted time.
The result? A faster, smoother interaction for customers and a far less stressful experience for agents.
The value to your business
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Reduce average handle time (AHT)
Instant access to accurate information helps agents resolve issues faster—minimizing hold time and speeding up every call. -
Improve first contact resolution (FCR)
With context-aware answers at their fingertips, agents are better equipped to resolve issues in one interaction—reducing callbacks and follow-ups. -
Enhance agent confidence and productivity
Real-time guidance and after-call work automation empower agents to work more efficiently and with greater confidence—especially valuable for newer or less experienced team members. -
Ensure consistent, compliant responses
Responses are grounded in your data—ensuring accurate, consistent answers and reducing the risk of misinformation or non-compliance. -
Accelerate onboarding and training
New agents ramp faster when they’re guided in the moment, instead of memorizing complex scripts or searching for scattered documentation.
Real-time knowledge: the future of customer support
As customer expectations continue to rise, the ability to deliver fast, accurate, and personalized service at scale is becoming a true competitive differentiator. Real-time agent assist isn’t a nice-to-have—it’s an operational must.
By eliminating the time-consuming search for answers, U-Assist—powered with real-time knowledge retrieval from X-Stream, unlocks a new level of efficiency, consistency, and confidence—helping agents perform at their best while delivering experiences that keep customers coming back.
See U-Assist in action
Learn how real-time guidance and proactive recommendations can boost agent productivity and enhance every customer interaction.
