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About Agent Assistant

Agent Assist provides real-time support to a live agent during customer interactions. It is displayed as a docked side panel in Agent Desktop and works alongside your CRM application, allowing you to continue working with customer records, policies, and other business information without leaving the call.

It displays the live conversation transcript, customer context, AI-generated summaries, and recommended actions in a single interface.

Agent_Assistant_In_call.png

The information and recommendations displayed in Agent Assistant are generated based on the AI agent's goal and backstory defined during agent configuration, as well as the configured Guidance Agent.

The Agent Assistant includes the following sections:

Item

Feature

Description

1

Live Transcript

Displays the ongoing conversation between the agent and customer. Recording is displayed next to the Live Transcript heading.

2

Call Status

Displays the current call duration and status. During an active conversation, the status is displayed as In call. Once the call is complete, the status changes to After-call.

Click the End Call end_call.png icon to end the call when the interaction is complete.

3

Customer Information

Displays key identifying and account details about the customer on the call, providing the agent with immediate context without requiring the customer to repeat information already on file. The section can display details such as:

  • Phone - Customer's phone or account identifier.

  • Customer Since - Year the customer started their relationship with the organization.

  • Primary Product - Customer's primary product or service.

  • Relationship Tier - Customer's current relationship tier.

Click the expand/collapse icon to show or hide the customer details.

4

Past Interactions

Displays AI-generated contextual insights from the customer's previous interactions. It helps to understand the customer's relevant history and provide more contextual assistance during the current call. For each interaction, the available information can include:

  • Date - Date of the previous interaction.

  • Duration - Duration of the interaction.

  • Outcome - Outcome or resolution status.

  • Summary - AI-generated summary of the previous interaction.

The information displayed in the Past Interactions section is generated by the AI agents configured in the Pre-call section during Guidance Agent configuration. For more information, refer to Configure a Guidance Agent.

5

AI Agent Action Hub

Provides AI-generated actions based on the ongoing conversation. The Action Hub continuously listens to the conversation and identifies actions that may be relevant to the customer's request.

For example, during a call about a misplaced credit card, the Action Hub can display actions such as block card and replacement offer.

Each action can include a timestamp indicating when it was identified during the call.

The information displayed in the AI Agent Action Hub section is generated by the AI agent configured in the In-call agent during Guidance Agent configuration. For more information, refer to Configure a Guidance Agent.

6

Command Bar

Defines a command that the AI agent can recognize and execute during a call. It specifies the trigger conditions, required information, action to be performed, and the structured result to be returned. The available commands are defined in the AI agent's backstory.

The command can include:

Information

Purpose

Example

Command name

Identifies the command or action.

block_card, replacement_offer

Trigger/condition

Defines when the command should be invoked.

Customer requests to block a card.

Required information

Specifies information that must be available before executing the command.

Card-blocking context/details.

Action

Defines the action to perform when the command is triggered.

Block the card / provide a replacement offer.

Action type

Defines the type of result returned by the command.

recommendation

Result

Defines the information returned after the command is executed.

Replacement card/offer details.

Parameters

Provides values required by the action

from_card, to_card

Response format

Defines the structure in which the command result must be returned.

JSON command_result envelope.

Trigger Phrases

Defines phrases that can be interpreted as a command, if configured.

block my card, let me block that.

7

Post-Call Summary

Provides an AI-generated summary of the conversation after the call. It includes the following information:

  • Agent Steps - A collection of recommendations or troubleshooting steps spoken by the Agent during the call to resolve the customer's issue.

  • Brief Summary - Provides an AI-generated summary of the current call.

  • Call Reason - Describes the purpose of the call, typically based on one or more detected intents, along with any secondary issues or customer requests identified during the call.

  • Key Topics - Highlights the key topics discussed during the call.

  • Outcome - Describes the final resolution of the customer’s issue(s).

  • Resolution Status - Indicates the status of the resolution for the customer's issue(s).

The information displayed in the Post-Call Summary section is generated by the AI agents configured in the Post-call section during Guidance Agent configuration. For more information, refer to Configure a Guidance Agent.

In this section: