---
Title: "What Is Agent Assist? AI for Support Agents"
Url: "https://computer.io/glossary/agent-assist"
Topic: "Support operations"
Description: "Agent assist is AI that helps human support agents in real time by suggesting answers, surfacing knowledge, summarizing and drafting replies."
---

# 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.

## FAQ

### Does agent assist reduce handle time?

Typically, by speeding up research and wrap-up.

### Is agent assist used in voice support?

Yes, with real-time transcription and suggestions.

### Can agent assist learn from agents?

Many systems improve from feedback on suggestions.

## Related terms

- [Average handle time (AHT)](https://computer.io/glossary/average-handle-time)
- [Canned response](https://computer.io/glossary/canned-response)
- [AI customer service agent](https://computer.io/glossary/ai-customer-service-agent)
- [How do you give support agents real-time customer context?](https://computer.io/answers/how-to-give-support-agents-real-time-customer-context)

## How Computer helps

- [Customer agent](https://devrev.ai/solutions/customer-agent)

## Further reading

- [Ai agents for customer support](https://devrev.ai/blog/ai-agents-for-customer-support)