by Eglė Račkauskaitė | Sep 15, 2026 | Contact Center AI
Real-time agent assist for contact centers is a set of AI and automation tools that support agents during live interactions across channels, helping to provide context, speed up resolutions and automate post-call work. According to Hubspot, 90% of people expect...
by Alexa Schmitt Bugler | Sep 15, 2026 | Artificial Intelligence
The average contact center agent spends 40% of their time looking for information they should already have. And when CX leaders make the case for real-time agent assist internally, they often lead with one metric: average handle time (AHT). It’s the easiest...
by Alexa Schmitt Bugler | Sep 15, 2026 | Artificial Intelligence
Most contact center leaders have a general idea of what real-time agent assist does: it helps agents during calls. But “helps” covers a lot of ground. The more precise question is: how do agent assist tools work at the mechanics level to improve agent...
by Eglė Račkauskaitė | Sep 11, 2026 | Artificial Intelligence
When it comes to comparing agentic AI vs AI agents, the main distinction to keep in mind is the scope: agentic AI is a systematic approach to tasks, while AI agents are single, independent software tools usually designed to do a particular task. However, many people...
by Eglė Račkauskaitė | Sep 11, 2026 | Artificial Intelligence
A self-service knowledge base (KB) is key to an efficient contact center as it helps deflect routine customer inquiries, slash wait times, and provide a convenient way for people to find information and solve issues on their own. With as many as 67% of customers going...
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