Agent assist is software that supports human agents in real time by surfacing answers, suggesting replies, and guiding next steps inside the agent’s workspace.
It connects to your helpdesk or CRM, interprets the conversation, retrieves relevant knowledge, and proposes actions the agent can accept or edit.
No. A chatbot talks to customers directly. Agent assist supports the human agent behind the scenes.
Suggested replies, policy lookups, troubleshooting flows, case summaries, translation, and next-best-action prompts.
Knowledge bases, help center articles, internal docs, past tickets, product guides, and CRM records.
Accuracy depends on your content quality and model configuration. Most teams measure precision on suggested replies, policy adherence, and resolution rate.
Track handle time, first-contact resolution, deflection to self-service, escalation rate, CSAT, and training time for new hires.
Agent assist focuses on customer interactions. A copilot spans broader tasks like drafting emails, reporting, and analysis.
Yes. It can generate issue summaries and action items for faster handoffs.
Yes. Many tools auto-detect language and translate both ways, with agent oversight.
Use data masking, role-based access, and audit logs. Confirm vendor support for SOC 2, ISO 27001, HIPAA, or other required standards.
No. It augments humans. Agents review and approve suggestions, especially for complex or sensitive issues.
Most teams start with a pilot in 2–6 weeks. Success depends on clean knowledge sources and clear KPIs.
Strong search and retrieval, quality guardrails, feedback loops, analytics, and native integrations with your helpdesk and CRM.
“Agent assist” helps humans. An “agent assist bot” often refers to an automated bot that can handle simple requests before handing off.
Ground responses in approved content, use retrieval-augmented generation, and require citations with human approval.
Yes. Many solutions can create tickets, update CRM fields, or launch automation directly from the suggestion panel.
Baseline and track AHT, FCR, CSAT, ticket backlog, and time-to-proficiency for new agents.
Alongside your helpdesk, knowledge base, and QA. It is the layer that operationalizes knowledge in real time.
