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Welcome to Real-Time Guidance Agent

Note

Prior to Release 2025.08, Real-Time Guidance Agent was called U-Assist.

Real-Time Guidance Agent, powered by next-generation AI on Uniphore’s platform, is a real-time agent assist solution for customer support. It provides your team with the tools and knowledge to deliver faster, smarter, and more personalized interactions.

Real-Time Guidance Agent empowers Agents and Managers/Supervisors while a customer conversation is still live (in call) and when it is finished (after call). It helps every Agent become the best Agent they can be by quickly targeting issues to resolve, recommending next best actions, and automating after call work (ACW) tasks based on real-time recognition of customer needs and emotions. It enables a Manager/Supervisor to assess their team in real time, monitoring key performance indicators and conversation trends, viewing individual call and alert details, and providing the ability to instantly intervene when Agents need help or coaching.

Like all Uniphore products, it leverages our industry-leading natural language understanding and large language model technologies to analyze, optimize, and automate interactions across multiple channels in real time. This makes it possible to recognize and predict user intents and assess human emotions and sentiments with a high degree of accuracy for voice and chat activities.

Real-Time Guidance Agent is offered in multiple languages for both cloud-based and on-premise deployments. Uniphore can also provide pre-built, industry-trained models based on enterprise data to accelerate product time-to-value.

Real-Time Guidance Agent Business Benefits
Improved Agent Experience

  • Improve Agent Retention - Empowers Agents with business AI-powered insights, guidance, analytics, and automation to help them perform at their best, reduce stress and anxiety, and improve retention.

  • Reduce training and ramp-up time - Real-time Agent coaching uses Uniphore AI, automated workflows, and tight integration with the knowledge base to provide Agents with the correct guidance to handle complex issues in real time, allowing Agents to become successful more quickly.

  • Reduce average handle time - Real-time Agent coaching helps Agents resolve issues quickly by automatically determining intent and providing guidance on the next best action to take to resolve the issue, thereby optimizing Agent efficiency for faster resolution.

Improved Customer Experience

  • Improve customer satisfaction - Agents get guidance when they need it while automation allows them to focus on the customer conversation instead of performing menial tasks across multiple systems. The result is increased customer engagement and satisfaction, as well as better Net Promoter Scores.

  • Increase first call resolution (FCR) - By coaching Agents in real time with AI-powered guidance and automation, call center Agents can learn to resolve customer issues faster and with fewer mistakes.

  • Reduce repeat calls - With a solution that automatically capture and track promises made during the conversation, Agents don’t have to spend valuable time on manual tasks but can focus on helping the next customer. Automation eliminates Agent mistakes that disappoint customers expecting the appropriate follow-up and reduces repeat calls due to missed commitments.

Improved Supervisor/Manager Experience

  • Simplify Agent Activity Management - View both real-time and historic call center information in a single dashboard that summarizes key call metrics, displays critical call notifications and monitors live sessions.

Boost Sales and Customer Lifetime Value

  • Highly-accurate predictive analysis - Helps Agents to focus on best next actions and also makes it easier to improve conversion rates, 'sell-up' to greater revenue, and drive higher customer lifetime value.

Key Features At-A-Glance

  • Real-time Guidance with Next Best Actions

    Real-Time Guidance Agent assists Agents in the moment with next-best actions based on real-time conversation analysis and the current state of the customer session. This is achieved through AI-based, guided workflows which can also be customized by Business Users.

  • Real-time Alerts

    Real-Time Guidance Agent provides real-time coaching tips and reminders with in-call notifications, triggered by Uniphore's AI capabilities based on intent, call events, and emotion.

  • Intent Recognition and Entity Extraction

    Uniphore's natural language server and AI models instantly enable Real-Time Guidance Agent to understand the customer's desired reason for contacting an Agent (e.g., change an address, open a claim, order a flight, etc.) and automatically capture conversation entities (e.g., date of birth, account number, booking dates, etc.) in real-time during the Agent-customer interaction, greatly helping to speed advancement of the customer's goals.

  • Sentiment Analysis

    Uniphore's tonal and emotional analysis capabilities help to gain valuable insights into the emotions and attitudes of customers and agents, for the full context of conversations.

  • Knowledge Assist

    Uniphore’s knowledge AI unifies information from across data sources to provide agents with real-time, accurate, contextual responses to customer queries.

  • Conversation Summary

    Real-Time Guidance Agent provides a powerful and flexible feature that automatically generates and displays runtime conversation information while a call is still in progress. The AI Agent application monitors and updates the key values for the active call, including all Intents, Dispositions, Entities, and Session Variables, using predefined templates. During and at the end of a call, an Agent can view, edit, and update the summary.

  • Conversation Disposition

    Real-Time Guidance Agent uses account-wide disposition settings that can categorize call outcomes with up to four levels, enabling Agents to gain insights into how the call reason was handled without the need for manual categorization.

  • Generative AI Summary

    Automatically generates detailed conversation summaries based on large language models (LLMs) with selected generative AI summary templates. Our GenAI Summary dynamically presents all vital business information, including customer intent, steps taken for resolution, and conversation outcomes.

  • Promise Management

    Real-Time Guidance Agent automatically captures promises made by the Agent to the customer (e.g., delivering a product, applying a discount, etc.) and supports tracking execution of the promise over a specified time period.

  • Manager Dashboard

    Real-Time Guidance Agent provides a dedicated application with a comprehensive Dashboard that allows a Supervisor/Manager to gain real-time visibility into agent performance, team KPIs, and call quality with live transcription and alerts, as well as guide or intervene in calls as needed.

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