In customer experience, every moment matters. The ability for agents to quickly understand, respond, and resolve is what differentiates great brands from average ones.
At Uniphore, we’re committed to helping contact centers achieve excellence — equipping every agent with real-time intelligence and automation to drive consistent, efficient, and empathetic interactions.
Today, we’re excited to share three new GenAI-powered capabilities within Real-Time Guidance Agent (RTGA) that take agent performance to the next level, helping customer support teams unlock new levels of preparedness, accuracy, and proactive engagement.
Pre-Call Intelligence
Agents deliver exceptional service when they know the full story. Pre-Call Intelligence provides the context and insights each agent needs before the customer even says ‘hello.’
By analyzing the customer’s past interactions and combining that history with relevant CRM data, the AI agent assist solution generates a concise journey summary that appears at the start of every call. This briefing highlights unresolved issues, sentiment trends, and key milestones in the customer’s journey.
Why it matters:
Agents begin each call prepared and informed, leading to faster resolution, more personalized service, and improved first-call success. For customer experience (CX) and contact center leaders, this means shorter average handle times (AHT), fewer escalations, and higher customer satisfaction (CSAT) scores.
GenAI Summary Builder
GenAI Summary Builder puts the control in your hands to design and manage how conversation summaries are created. Users can easily configure the structure, questions, and formatting to match business needs and downstream systems.
What’s configurable:
- Fully customizable summary templates: Define sections and required fields
- Add/manage business-specific questions: Capture domain nuances (eligibility checks, policy references, entitlements) as structured Q&A
- Advanced mode: Fine-tune instructions, guardrails, and data handling for specialized use cases
- Dynamic summaries based on call triggers: Adapt content and depth automatically by scenario
Why it matters:
You get consistent, compliant summaries that reduce after-call work (ACW), improve data quality for analytics and quality assurance (QA), and align with your workflows, so agents move faster and supervisors get reliable, decision-ready records.
Proactive Q&A
Proactive Q&A extends our Knowledge Assist capability by generating context-aware follow-up questions and responses in real time. As the conversation unfolds, Real-Time Guidance Agent proactively suggests the next best question to ask and the most likely response the agent will need — all aligned to your approved knowledge and workflows. Every suggestion is anchored to your knowledge base and can be tailored to line-of-business, product, or region.
Why it matters:
Real-Time Guidance helps agents anticipate customer needs and keep conversations flowing naturally — with smoother transitions, clearer next steps, and faster resolutions. The result is a more effortless, connected experience for both agents and customers from start to finish.
The Shift to Proactive Customer Service
These new capabilities represent a shift from reactive to proactive customer care, empowering support teams to operate with greater efficiency, consistency, and personalization at scale.
By combining generative AI with enterprise data and workflow integration, Uniphore’s Real-Time Guidance Agent:
- Equips agents to anticipate customer needs and respond with confidence
- Enhances conversational flow and creates more seamless customer experiences
- Drives measurable gains in resolution speed and overall service quality
Together, these advancements move contact centers closer to truly agentic experiences — where AI not only assists but actively collaborates with human agents to deliver faster, smarter, and more empathetic customer interactions.
Discover how Uniphore’s Real-Time Guidance Agent empowers your teams to deliver exceptional experiences while optimizing performance.