Agent Assist

AI agents that assist your human agents, live.

Agent Assist runs real-time inference over the live transcript, grounded retrieval surfaces next-best replies, cites the exact policy, and tracks sentiment as the conversation moves. Your people stay in control; the model carries the cognitive load.

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Live <500ms guidance · 100+ languages · autoQA on 100% · warm handoff with context

Reply inference

autoQA coverage

Post-call scorecard

Assist languages

Connectors

Concurrent seats

See it live

Watch it assist a live call.

A frustrated customer is transferred to a human agent. Press play and watch auto-MATE™ surface the cited answer, tick the checklist, translate in real time, track sentiment, flag compliance, suggest the next best action, push to the CRM, and hand back a wrap-up, all beside the agent.

auto-MATE™ · Live assist · call #4471 · FR→ENSimulated demo

See the assist in action

A transferred billing call. Press play, auto-MATE™ assists the human agent in real time.

auto-MATE™ · live assist 0 actions

Ready

A scripted demonstration, no real customer data. Every action runs inside your policies, audited and reversible.

The difference

A senior agent on every seat.

Human agents are great, but alone they hunt through wikis, guess at policy, and reconstruct context after a transfer. auto-MATE™ reads the live call, grounds every answer in your knowledge, and does the busywork so your people can focus on the customer.

Agent alone

Carrying the whole load

Searches wikis and policy PDFs mid-call
"Let me catch up" after every transfer
Handles only their own languages
Compliance caught later, on a 2% QA sample
Manual after-call notes and CRM updates

Agent + auto-MATE™

Backed by an AI agent

Cited answer surfaced in <500ms, no hunting
Full context delivered before pickup
Real-time translation across 100+ languages
Live compliance alerts + autoQA on 100%
One-click push-to-CRM and auto wrap-up

The assist

Six capabilities, one panel beside the agent.

Everything runs on the live transcript, intent vectors, grounded retrieval, continuous evals, so guidance is current to the last utterance, never a canned macro. Human agents stay in the loop; the model does the reading, retrieving, and reasoning.

Next-best replies, grounded and cited.

01 · AI Guidance

From the live transcript and its intent vectors, the AI agent drafts a sub-500ms next-best reply, retrieves the exact policy clause behind it (RAG), and builds a dynamic checklist that updates as the conversation turns. Nothing invented, every suggestion carries its citation.

<500ms

reply inference

RAG

grounded citations

Guidance · livechecklist · 3/4

✓Verify identitycompletedone

✓Confirm duplicate chargeRAG · §4.2done

→Offer refund + written confirmationnext-bestnow

Your agent's language. The customer's words.

02 · Multilingual Assist

The side-panel localizes to 100+ languages. Customer utterances are auto-translated inline in real time, and all guidance arrives in the agent's working language, so a monolingual team handles a global queue without a transfer or a delay.

Multilingual assistauto-translate

🇫🇷J'ai été facturé deux fois.I was charged twice.

🇪🇸¿Pueden reembolsar el cargo?Can you refund the charge?

🇩🇪Wann kommt die Bestätigung?When does the confirmation arrive?

100+ localesguidance in agent languageOrigTranslated

Read the room, continuously.

03 · Sentiment Tracking

A live sentiment signal runs the whole interaction, with toxicity alerts, topic-spike detection, and upsell tagging surfaced the instant they appear. The agent sees emotion shift before it escalates, and supervisors get the same view across the floor.

Live

sentiment + toxicity

Topic

spike detection

Sentiment · streamrolling 60s

😐Sentiment trending down, frustration detected.topic spike · "duplicate charge"

⚑Toxicity check, clear.no flags this turn

↗Upsell opportunity tagged.loyalty tier · eligible

trackingrecovered after refund offer60sLive

The floor lead knows before you ask.

04 · Supervisor Alerts

Rule-based pings fire to Slack, email or Genesys the moment a VIP caller, a frustration spike, or a policy keyword is detected. Supervisors triage by exception, not by sampling, and can whisper, coach, or pick up with full context.

Supervisor alertsrules · 6 active

★VIP caller in queue 3rule · VIP2s ago

!Frustration spike · call #4471rule · sentimentjust now

§Policy keyword · "chargeback"rule · keyword12s ago

Supervisor insights

Granular on one call. Aggregate across the floor.

Every interaction is scored and tagged in real time, so supervisors see both the single call that needs help right now and the patterns across the whole team, sentiment, topics, compliance and QA rolled up live, drillable down to any agent or conversation.

Floor overviewlive · 128 active calls

Active calls

Positive sentiment

Avg autoQA

Needs attention

Topics trending · last 15 min

Billing

↑

Refunds

↑

Outage

Cancellation

↓

Needs attention · drill in

Frustration spike · #4471now

VIP waiting · queue 330s

Compliance flag · "chargeback"1m

Low QA · agent R. Kaur2m

Alerts route to Slack, email, Teams or Genesys, supervisors triage by exception, not by sampling.

Transcript Handoff

Context delivered before pickup. No "let me catch up."

When an autonomous agent reaches its limit, context handles ~76% on its own, the warm hand-off pushes the full transcript, extracted entities, CRM links and the right KB articles to the human's screen before they say hello. Warm transfer to Genesys or Salesforce, with state intact.

The human starts on turn one of their conversation.

Warm hand-off

auto-AGENTS™ resolves what it can, then assembles the briefing: who, what intent, which entities, which records, which articles. Everything lands in the agent panel ahead of the bridge, so the first human word is a resolution, not a reorientation.

See Voice Agents →

Context delivered before pickup→ Genesys

JDJeanne DuboisVIP · loyalty gold

IntentRefund of duplicate charge · escalated for written confirmation

Entities$48.00charge May 3acct 8841FR

CRMCase #C-4471 · Account 8841 · last contact 6d

KBRefund policy §4.2 · Duplicate charge KB-118

deliveredFull transcript + state pushed 1.2s before bridge.

QA Dashboards

A scorecard the moment the call ends, on 100% of interactions.

autoQA scores every interaction against your rubric in about five seconds: compliance, soft skills, product mentions, resolution. No 2% sample, no overnight batch, quality becomes a live, learnable signal feeding coaching trends and the self-improvement loop.

From hang-up to scored in ~5 seconds.

Post-call autoQA

The eval suite grades the whole conversation, empathy cues, policy adherence, upsell hints, compliance gaps, and rolls scores into pivotable supervisor views. Coaching agendas auto-generate; nothing waits for a manual reviewer.

~5s

to scorecard

100%

coverage

Post-call scorecardcall #4471 · 4.6s

overall

A-

grade

100%

scored

Compliance

Soft skills

Product mentions

Resolution

Why it matters

Faster agents. Calmer customers. Cleaner QA.

Real-time inference

Next-best replies, citations and translations land in under half a second, so it keeps pace with natural conversation instead of lagging behind it.

Every interaction scored

autoQA grades 100% of calls and chats in seconds, not a 2% sample, turning compliance and coaching into a continuous, learnable signal.

Resolved before handoff

With autonomous agents resolving ~76% in context, humans inherit only the hard cases, and inherit them fully briefed, never cold.

"Our agents stopped hunting through policy docs mid-call. auto-MATE™ surfaces the cited answer and the next-best reply in their language, handle time dropped and QA scores climbed in the same quarter."

Director, Contact Center

Multinational retail bank · 220 agents

Proof

Grounded guidance the floor actually trusts.

Point auto-MATE™ at your knowledge base and CRM, let autoQA score every interaction, and watch new agents ramp to senior-level handling in weeks, every reply cited, never invented.

shorter handle time

to senior-level ramp

Connected to your stack

170+ connectors. It lands in the tools your agents already use.

FAQ

Agent Assist, answered.

No. Agent Assist is assistive AI, not an autonomous agent, it reads the live transcript, retrieves grounded answers, and suggests the next-best reply, but the human stays in control of every word. For fully autonomous resolution, pair it with auto-AGENTS™ Voice; the two share the same models and hand off cleanly.

Sub-500ms real-time inference. As each customer turn lands, intent vectors update, grounded retrieval runs, and a cited next-best reply renders in the side-panel, fast enough to keep pace with natural turn-taking rather than interrupt it.

Every suggestion is grounded in your own knowledge base via RAG, policies, KB articles, and connected records, and each reply carries the exact clause or article it drew from. If a claim can't be grounded, the AI won't assert it. No hallucinated policy.

Before the bridge connects, the full transcript, extracted entities, CRM links and relevant KB articles are pushed to the human agent's panel, warm transfer into Genesys or Salesforce with conversation state intact. The human opens on resolution, not reorientation.

autoQA scores 100% of interactions against your rubric, compliance, soft skills, product mentions, resolution, within about five seconds of hang-up. Scores roll into pivotable supervisor views and auto-generated coaching agendas, replacing 2% manual sampling with continuous evals.

See it live