REAL-TIME GUIDANCE AGENT
AI agent assist for the customer journey
Everything your agents need for smarter, faster, more personalized support—built into one solution.
Boost Resolution Rates, Cut Handle Times
Elevate agent performance with AI-powered support that adapts to every conversation. With dynamic prompts, accurate answers, and automated summaries, agents get the guidance they need to deliver exceptional experiences and drive results.
Benefits
Boost Resolution Rates and Agent Confidence
Resolve complex issues faster with intelligent prompts and contextual knowledge — no toggling and no guesswork.
Scale Support without Scaling Headcount
Automate after-call work tasks like conversation summaries and disposition tagging to reduce manual effort.
Reduce Ramp Time and Maximize Agent Impact
Cut agent training time with AI-driven guidance for every live interaction so every agent performs from day one.
From Ramp-Up to Resolution — See the Difference
35%
Reduction in Average
Handle Time
50%
Faster Agent
Onboarding
20%
Improvement in First
Contact Resolution
Power Every Moment with Real-time AI
Real-time guidance, contextual answers, and intelligent automation tailored to each interaction for fast, personalized, and effective support.
PRE-CALL INTELLIGENCE
Before the call begins, give agents the context they need by pulling relevant data from your CRM, past interactions, and backend systems—so every conversation starts informed and tailored to the customer’s needs.
KNOWLEDGE ASSIST
Automatically surface the right answers at the right moment—no search required. Real-Time Guidance Agent proactively delivers relevant answers grounded in your enterprise data.
CONVERSATION SUMMARY
Capture critical call details—like intent, actions, and outcomes—while agents stay focused on the conversation. Customizable summaries and tags ensure consistency and accuracy across every interaction.
MANAGER DASHBOARD
Stay on top of performance with real-time insights into agent behavior, KPIs, and call quality. The Manager Dashboard provides live transcription, real-time alerts, and coaching opportunities—so managers can act fast, not just look back.
“As we continually strive to deliver the best member experience in our industry, our partnership with Uniphore has enabled Velera’s contact center agents to have more interaction with members and spend less time on manual tasks.”
Rini Fredette, SVP, Contact Center Services & Solutions
30%
reduction in hold times
85%
reduction in training time
11%
reduction in average handle time
Resources For Agent Assist Software
Frequently Asked Questions
What is Real-Time Guidance Agent and how does it support contact center operations?
Real-Time Guidance Agent is an AI-powered solution that equips contact center agents with in-the-moment guidance, contextual knowledge, and automated after-call work. By enhancing performance and consistency across interactions, our solution boosts customer satisfaction while reducing training time and operational overhead.
What measurable impact can we expect from deploying a Real-Time Guidance Agent?
Our customers typically see improvements in several KPIs, including:
- 15–30% reduction in average handle time (AHT) by guiding agents to resolution paths faster.
- 20–40% increase in first call resolution (FCR) through timely information delivery.
- Up to 50% faster ramp-up for new agents by embedding training into live interactions.
How does this solution integrate with our existing contact center tech stack?
Real-Time Guidance Agent integrates seamlessly with leading CCaaS platforms, CRM systems, and third-party tools. There’s no need to rip and replace—our solution fits directly into your existing workflows to deliver agent assist without disrupting operations.
How quickly can we deploy the Real-Time Guidance Agent?
Deployment timelines vary, but most customers are live within a few weeks. Our implementation specialists will partner with your team on configuration, integration, and testing to ensure a smooth rollout.
Can Real-Time Guidance Agent detect sentiment?
Yes. Real-Time Guidance Agent recognizes emotional cues—such as frustration, confusion, or satisfaction—and prompts agents to respond with empathy. By understanding sentiment in real time, agents de-escalate issues faster, improve customer satisfaction, and stay in control of the conversation.