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Platform

Uniphore Business AI Cloud
Agentic Layer
Model Layer
Knowledge Layer
Data Layer
Uniphore Business AI Suite

Uniphore Customer Service AI

Overview
Real-time Guidance Agent
Communication Recording Agent
Conversation Insights Agent
Self-Service Agent

Uniphore Marketing AI

CDP Agent
Audience AgentComing soon
Marketing Insights AgentComing soon
CDP Search AgentComing soon

Uniphore Sales AI

Sales Interaction Agent

Uniphore People AI

Recruiting Agent
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What is Real-Time Agent Assist?

Agent assist is a technology that uses AI to provide real-time guidance and support to agents during live customer interactions. It analyzes customer intent, sentiment, and context in real time to deliver next-best actions, instant knowledge retrieval, and workflow automation, helping agents resolve issues faster and with greater accuracy.

Unlike traditional training methods or static scripts, agent assist adapts dynamically to each conversation, offering live prompts and automating routine tasks. By minimizing manual effort, it boosts efficiency, shortens handle times, and enables agents to focus on delivering high-quality customer experiences.

The critical challenges impacting contact centers

Customer support teams face mounting pressure to deliver fast, accurate, and personalized customer experiences, but agents often struggle with information overload, disjointed workflows, and rising customer expectations. Manually searching for answers across multiple systems slows response times and increases frustration, leading to longer handle times, inconsistent service quality, and lower first-call resolution rates. 
 
Training new agents is another major challenge—traditional onboarding is time-consuming, and without real-time support, it takes weeks or even months for agents to become fully proficient. 
On top of that, manual workflows and repetitive tasks like conversation summaries aslow customer service teams down, increasing operational costs and burning out agents. Customer Service leaders also lack real-time visibility into agent performance, making it difficult to provide immediate coaching or course correction.  
 
These challenges not only impact your CSAT, but also lead to high agent turnover and operational inefficiencies, making it difficult for contact centers to scale and optimize performance.

The business case for AI agent assist

Having an AI agent assist helps teams move faster with more confidence, managing any customer service interaction with the underlying data, context and knowledge they need to personalize the conversation. With AI agent assist, businesses get: 

Faster, more confident issue resolution

Customer support agents juggle multiple systems, knowledge bases, and call scripts—all while keeping up with live customer conversations. This leads to longer handle times, inconsistent responses, and frustrated agents.

Real-time agent assist delivers in-the-moment recommendations, so agents can resolve issues faster and without any guesswork.

Outcome: Reduced average handle time (AHT) and improved first contact resolution (FCR).

Reduced costs by improving efficiency

Hiring, training, and retaining agents is expensive. Agent assist helps reduce onboarding time and minimize reliance on post-call coaching by equipping agents with step-by-step assistance from day one. .

Outcome: Shorter training cycles, lower operational costs, and more productive agents.

Empowered agents with AI-powered knowledge

New and tenured agents alike struggle with information overload, leading to delays, mistakes, and inconsistent service. With AI-powered agent assist, agents receive real-time, contextual knowledge that’s automatically pulled from enterprise sources (including unstructured data)—eliminating the need for manual searches.

Outcome: Faster onboarding, improved accuracy, and better customer experiences.

Key capabilities of AI-powered agent assist  

Not all AI agent assistant solutions are created equal. When evaluating solutions, it’s important to understand the key capabilities, so you have the tools you need for your customer service operations to scale. 

AI-driven real-time guidance

Delivers real-time prompts, in-call notifications, and next-best actions based on customer intent, sentiment, and call events. This proactive guidance helps agents navigate interactions efficiently, with fewer errors and improving resolution times.

Instant answers with knowledge AI

Instantly surfaces the most relevant, context-aware knowledge, eliminating the need for agents to manually search multiple systems. This ensures faster, more accurate responses, improving both efficiency and customer satisfaction.

After-call work automation

Automates conversation summaries, disposition coding, and follow-up actions, minimizing post-call administrative work. This increases agent productivity, enhances data accuracy, and improves compliance.

Manager dashboard for performance insights

Provides real-time visibility into agent performance, call quality, and key metrics. Time-stamped alerts with agent details highlight coaching opportunities, emerging issues, and service gaps, enabling swift intervention and continuous improvement.

Sentiment & tone analysis

Helps agents adjust their tone and responses in real time based on customer emotions. This fosters more empathetic, personalized interactions, leading to higher customer satisfaction.

AI Agent Assist in action — real world success stories

AI Agent Assist is helping customer service teams deliver business outcomes — going beyond reactive service to proactive support. 

How Velera reduced training time and empowered agents

THE CHALLENGE

Velera’s agents were juggling multiple systems, slowing down member service and impacting first-call resolution. The organization needed a streamlined way to support agents in real time.

THE SOLUTION

By unifying tools and embedding real-time AI guidance, Velera reduced training time and empowered agents to resolve issues faster and deliver more personalized support.

The Results:

  • 30% reduction in hold times
  • 11% reduction in average handle time
  • 85% reduction in training time
A plain blue rectangle with a lighter blue border symbolizes the leading enterprise AI platform, Uniphore.

How Priceline reduced average handle time with AI Agent Assist

THE CHALLENGE

Priceline needed to deliver consistent and empathetic customer service at scale. However, complex agent workflows, siloed systems, and manual tasks created inefficiencies that slowed response times and risked revenue leakage. The team needed a way to reduce handle time and onboarding effort while sustaining high CSAT scores.

THE SOLUTION

With Uniphore’s Agent Assist, Priceline empowered agents with real-time guidance and next best actions. The solution streamlined navigation, automated documentation, and enabled business teams to manage flows—reducing handle time, boosting efficiency, and preserving service quality.

The Results:

  • 60 second reduction in average handle time
  • 4.5 million guided interactions per year
  • 500+ agent hours saved per month

The future of customer support: AI-powered, real-time, and scalable

As customer expectations rise, real-time agent guidance has shifted from a competitive advantage to a business need. Unified AI solutions like Customer Service AI are helping organizations streamline workflows , elevate service quality, and scale support—without driving up costs.

Powered by Uniphore’s Business AI Cloud, Real-Time Guidance Agent gives your workforce the real-time insights, automation, and support they need to deliver faster, smarter, and more personalized interactions.

With Real-Time Guidance Agent, support teams can achieve: 

  • 50% reduction in agent onboarding time
  • 35% decrease in average handle time
  • 20% improvement in first contact resolution

Ready to accelerate agent performance?

Learn more about Real-Time Guidance Agent

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