Contact Center
Marketing
Sales
IT
HR
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 AI-driven flows with step-by-step guidance. 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 CentersContact centers face increasing pressure to deliver fast, accurate, and personalized customer experiences. However, 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. Additionally, manual workflows and repetitive tasks slow down efficiency, increasing operational costs and agent frustration. Supervisors also lack real-time visibility into agent performance, making it difficult to provide immediate coaching or course correction.
These challenges not only impact customer satisfaction and service quality, but also contribute to high agent turnover and operational inefficiencies, making it increasingly difficult for contact centers to scale and optimize performance.
Agents often juggle multiple systems, knowledge bases, and call scripts—all while keeping up with dynamic customer conversations. This leads to longer handle times, inconsistent responses, and frustrated agents.
With real-time agent guidance, AI delivers dynamic recommendations so agents can resolve issues faster—without guesswork.
Outcome: Reduced average handle time (AHT) and improved first contact resolution (FCR).
Hiring, training, and retaining agents is a significant operational expense. 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.
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—eliminating the need for manual searches.
Outcome: Faster onboarding, improved accuracy, and better customer experiences.
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, reducing errors and improving resolution times.
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.
Automates conversation summaries, disposition coding, and follow-up actions, minimizing post-call administrative work. This increases agent productivity, enhances data accuracy, and improves compliance.
Provides real-time visibility into agent performance, call quality, and key metrics. Time-stamped alerts highlight coaching opportunities, emerging issues, and service gaps, enabling swift intervention and continuous improvement.
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.
As customer expectations continue to evolve, real-time agent assist is no longer just a competitive advantage—it’s a necessity. AI-powered solutions are enabling organizations to reduce inefficiencies, improve service quality, and scale support without increasing costs.
Powered by next-generation AI technologies on Uniphore’s Zero Data AI, U-Assist is a real-time agent assist solution that equips your team with the tools and knowledge to deliver faster, smarter, and more personalized interactions. By providing real-time guidance, instant knowledge retrieval, and automation, U-Assist helps contact centers drive measurable impact:
50%
35%
20%
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