Agent Guide

Agent Assist provides real-time AI suggestions directly within your agent desktop while you handle customer conversations. As customers speak or type, the system captures the transcript, runs it through a RAG (Retrieval-Augmented Generation) pipeline, and surfaces relevant answers, sources, and follow-up questions so you can respond faster and more accurately.

Capabilities

Capability	Description
AI Suggestions	Context-aware answer cards generated in real time from your organization's knowledge base, with streaming delivery.
Source Citations	Every suggestion includes ranked source documents with page numbers, snippets, and relevance scores so you can verify accuracy before responding.
Knowledge Search	A search bar that lets you manually query the knowledge base when you need information beyond what auto-suggestions provide.
Quick Replies & Follow-Ups	Pre-generated short responses (chat/messaging) and follow-up questions (voice) to keep the conversation moving.
Transcript	Live conversation transcript with voice-to-text and digital messages, including translation support.
Coaching	Real-time guidance during conversations -- step-by-step playbook instructions or AI-generated advice.
Summary	Auto-generated conversation summary with editable situation, action, and next steps. Save to your CCaaS platform or export as PDF.
Analysis	Customer sentiment, conversation quality scores, key topics, talk time breakdown, and compliance risk assessment.
Feedback	Thumbs-up and thumbs-down controls on answers and individual sources that feed back into the system to improve future results.

Where to Go Next

Page	What You Will Learn
Getting Started	How to access the widget, understand the two-column layout, and work with the tabbed panels.
AI Suggestions	How suggestions are generated, what they contain, and how to use them effectively.
Suggestion Cards	Anatomy of a suggestion card, streaming behavior, and timing indicators.
Source Citations	How to read and evaluate the source documents attached to each suggestion.
Knowledge Search	How to manually search the knowledge base for answers.
Quick Replies	How to use reply chips (chat) and follow-up questions (voice).
Widget Panels	Overview of transcript, coaching, summary, and analysis panels.
Transcript	Live conversation transcript with voice STT and translations.
Coaching	Playbook-based and AI-generated coaching during conversations.
Summary	Auto-generated summaries with editing and CCaaS export.
Analysis	Sentiment, quality scores, talk time, and compliance.
Feedback	Why feedback matters and how it improves the system over time.
Answer Feedback	How to rate overall answer quality.
Source Feedback	How to rate individual source documents.