What is agent assist?
Agent assist is AI that helps human support agents during live interactions by suggesting replies, surfacing relevant articles and customer context, summarizing conversations and automating after-call work, so agents resolve issues faster and more consistently.
Capabilities
| Capability | Example |
|---|---|
| Suggested replies | Draft based on ticket and knowledge |
| Knowledge surfacing | Relevant article appears |
| Context | Account, plan, open bugs |
| Summaries | Thread summary on handoff |
| Next best action | "Offer a credit" |
Agent assist vs AI agent
Agent assist helps a person; an AI agent handles the conversation itself. Many teams use both.
