Agent Assist

Give agents real-time guidance without the search

Agent Assist gives your team real-time answers, guidance and automation across calls and chat. Help agents resolve issues faster, stay on track and deliver a better customer experience.

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G2 rating: 4.9 out of 5SOC 2 Type II & SOC 3GDPRCCPAHIPAA
Circuit ElectricGuttergloveSwimminglySafeCheckBigBuyHolistiplanDavid Sklar & AssociatesAnChain.AISolimar401GOStoneXNaturgy

Features

Every call handled like your best agent would

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Guide every conversation in real time

The next step and the right question to ask appear as the conversation moves, so agents always know what to do.

Agent AssistLive · 04:12
TranscriptListening
Caller

I'm moving at the end of the month. Can I keep my plan?

Next stepMoving procedure
  1. Confirm the plan moves at the same rate.2
  2. Verify the account holder before any change.3
Helpful question

What date would you like your service moved?

Find answers without searching

Help agents answer customer questions using your company’s documents, policies and procedures. Each answer links to its source so they can check the details and ask follow-up questions.

Agent AssistLive · 04:12
Knowledge assistant

Does the customer need to be home on moving day?

From Service transfer policySources
  1. Only if the meter is indoors. Book a two-hour window with the customer.4
  2. Outdoor meters are read on the day without anyone home.5
Copy
Ask about a procedure or a document

Help agents follow procedure

Walk agents through your procedures with clear steps for each customer request. Show what’s completed and what to do next to help them follow the process without missing important details.

Agent AssistLive · 04:12
Moving service procedure2 of 3
  1. Verify the account holderName and address confirmedCovered
  2. Confirm the move dateCustomer said October 31Covered
  3. 3Read the final meter noticeRequired for every transferNext

Calmer escalations

Spot frustration early, get a better way to respond, and see what needs approval before it happens.

Agent AssistLive · 04:12
TranscriptFrustrated
Caller

This is the third time I've called about this.

Show empathy, then a fix
“I'm sorry you've had to call again. I'll stay with you until the transfer is booked today.”

Account credits need supervisor approval

Less after-call work

The summary is ready the moment the call ends. Review it, save it to the case and take the next call.

Agent AssistCall ended
Call summaryFull conversation
Reason
Moving service to a new address
Resolved
Identity verified, transfer booked for Oct 31, meter notice read
Next
Confirmation email to Priya
Save to caseCopy

How it works

Built into how your team already works

The next action arrives filled in from the call. Your agent checks it and confirms.

Agent AssistLive · 04:12
Suggested action
Schedule service transfer
Customer
Priya ShahFrom call
From
12 Elm AveFrom call
To
48 Harbour StFrom call
Date
October 31From call
ConfirmEditNothing is booked until you confirm

Control

Your team stays in control

  • Service transfer policySection 3 · Moving your plan2

    Customers keep their current plan and rate when they move anywhere in the service area.

    Check the source

    See where each answer comes from.

  • Suggested actionSchedule service transfer48 Harbour St · October 31ApproveNothing happens until you approve

    Approve the next step

    Review suggested actions before they run.

  • Suggested replySam is editing
    Good news, your plan and rate stay the same after the move when you move on October 31
    SendUndo

    Make each reply yours

    Edit replies to fit the conversation.

Hear from our customers

Support teams already working with Expertise

View all case studies
Circuit Electric

Utilities

Hydro-Québec Cuts Support Requests by 30%

30%
fewer support tickets
557
customer contacts avoided · Dec 2024
60 days
to measurable impact

Why Expertise

Why enterprise contact centres trust Agent Assist

  • Answers you can stand behind

    Every answer comes from your approved knowledge and shows its source, so agents never have to guess.

  • One layer across your tools

    Agent Assist connects your CRM, helpdesk, email and knowledge, so agents get everything in one place.

  • Secure by design

    SOC 2 Type II, GDPR, CCPA and HIPAA, with Canadian data residency options and a confirm on every action.

Security

Governance and oversight

Control what Agent Assist can see, what it can suggest, and what always needs a person to confirm.

AICPA SOCGDPRCCPAHIPAA
Visit the Trust Center

  • Human review where it counts

    Agent Assist suggests. Your agent decides, and anything that changes a record waits for a confirm.

  • Approved content only

    Answers come from the policies, procedures and help articles you load. Nothing else.

  • A full audit trail

    Every suggestion, lookup and confirmed action is logged for QA and audit review.

  • SOC 2 Type II and SOC 3

    Audited annually. GDPR, CCPA and HIPAA compliant.

  • Your infrastructure, your region

    Dedicated hosting with data residency in Canada, the US or Europe, and your choice of model.

  • Nothing sent on its own

    Replies and updates only go out once your agent sends or confirms them.

  • Every change on record

    Every prompt, procedure and policy change is versioned, so you can see what Agent Assist was told and when.

  • Enterprise SSO and roles

    Single sign-on and role-based access, so only the right staff can change how Agent Assist works.

Common questions

Expertise AI Agent Assist helps customer support agents answer questions, follow procedures and prepare replies. It brings relevant company knowledge into the conversation so your team can resolve issues faster.

Agent Assist transcribes calls in real time and automatically surfaces relevant answers and guidance as the customer speaks. Agents don’t need to search through documents or type questions while on the call.

Answers come from your company’s connected documents, policies, procedures and support materials. Agents can review supporting sources to check the details before using an answer.

No. Unlike a customer-facing chatbot, Agent Assist supports the employee handling the conversation. Agents can review and edit suggested replies, with approval steps configured for connected actions.

Our engineers work with your team to connect your knowledge, support systems and telephony setup. We configure and test the integrations, workflows and permissions needed for your team’s day-to-day work.

See Agent Assist on one of your own calls

Bring a common call type and your knowledge. We'll show you what your agents would see.

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