Real-Time Agent Assist
Guide every agent and every call with AI
Cut handle time and deliver consistent experiences with AI that guides and assists your agents in real time and gets smarter after every interaction.
Why this matters
Agents lose time to manual lookups, inconsistent knowledge and after-call admin. Every second costs you CSAT, revenue and retention.
Get the highlights
Guide agents in real time
AI listens and surfaces the right answer, prompt or checklist in real time.
One knowledge source
The same AI layer that powers your AI agents guides your live agents too.
Improve over time
Post-interaction insights feed back into guidance automatically.
Capacity in numbers
20K+
Happy customers
1.5M+
Users who love us
36.3B+
Automated interactions
Explore the features
Real-Time Agent Assist
Resolve faster, every time
Real-time Agent Assist listens to every live interaction and surfaces the right answer at the right moment with no searching required.
Dynamic next-best-action prompts
RTAA responds to what the customer says and surfaces relevant steps, scripts or answers instantly.
Live compliance alerts
Keyword triggers notify agents of required disclosures or risk terms before the call ends.
Automated wrap-up and CRM sync
Interaction summaries are generated and pushed to your CRM automatically after every call.
Real-time upsell and cross-sell prompts
Human (or live) agents are prompted to surface the right offer at the moment customer intent is detected.
Knowledge Connection
One source of truth
The same AI Orchestration Layer that powers your AI agents guides your live agents for consistent answers everywhere.
Connected to your existing systems
Indexes knowledge across your CRM, Knowledge Base, SharePoint and more. No migration required.
Consistent answers across every channel
Update knowledge once and it reflects instantly for AI agents and live agents alike.
Instant Knowledge Base lookup during live calls
Live Agents get accurate answers from the same indexed knowledge without leaving their workflow.
Built-In Learning Loop
Guidance that keeps improving
Post-interaction insights from Conversation Intelligence feed directly back into real-time guidance, automatically.
Auto QA informs live guidance
Patterns identified in post-interaction analysis are wired back into the prompts agents see.
Top call drivers surface coaching gaps
Conversation Intelligence identifies what’s driving volume and where guidance needs to improve.
No manual effort required
The platform gets smarter with every interaction without extra configuration or retraining.
Proprietary Audio Capture
Deploy in days, not months
Capacity captures live audio independently, so no dependency on your existing call recording setup.
No call recording integration required
Proprietary audio capture removes the most common deployment blocker from day one.
Pre-built CCaaS integrations
Works with CCaaS systems such as Genesys, Five9, Talkdesk, CXone, Salesforce, Zoom, 8×8, RingCentral, Glia and more.
Low-code/no-code setup via Studio
Trained users can configure all parameters in hours. No IT involvement required.
Trusted by 20,000+ organizations
Explore the Capacity AI platform
AI Agents
Agent Assist
Post Interation Workflows
Outbound
Integrations
AI Knowledge Orchestration
Frequently asked questions
What is real-time agent assist?
Real-Time Agent Assist monitors live voice and chat interactions and delivers in-the-moment guidance, checklists, and knowledge to human agents, all drawn from the same AI Knowledge Orchestration Layer that powers Capacity’s virtual agents.
How does real-time agent assist work?
Capacity captures live audio using proprietary technology, independent of your existing call recording setup. It transcribes the conversation in real time and uses your connected knowledge sources to surface the most relevant next step, answer or compliance alert at the exact moment it is needed.
What contact center platforms does it integrate with?
Capacity has pre-built integrations with Genesys, Five9, Talkdesk, CXone, Salesforce, Zoom, 8×8, RingCentral, Glia and more. For contact centers not on a pre-integrated platform, a downloadable audio service is available for Windows environments.
How long does implementation take?
For eligible customers, Real-Time Agent Assist can be live in days. Setup is low-code/no-code via Studio, trained users can configure all parameters without IT involvement. There is no dependency on your existing call recording infrastructure, which removes the most common deployment delay.
How is Capacity different from other agent assist tools?
Most agent assist tools are standalone products with siloed knowledge. Capacity is different because it shares the same AI Orchestration Layer as your virtual agents and post-interaction QA, meaning agents get answers from the same source of truth as every other channel. Post-interaction insights also feed back into real-time guidance automatically, so the platform improves with every interaction without manual effort.
Does it work for both voice and chat interactions?
Yes. Real-Time Agent Assist supports both live voice and chat interactions. Audio is captured via Capacity’s proprietary service for voice; chat interactions are handled natively through supported CCaaS integrations.
What kind of results can we expect?
Customers using Capacity Real-Time Agent Assist see up to 30% reduction in average handle time, up to 60% faster agent onboarding, and up to 50% improvement in both CSAT and agent retention. Real-time upsell and cross-sell prompts also deliver measurable revenue lift for sales-line contact centers.
Can it support compliance-sensitive contact centers?
Yes. Rule-based keyword triggers alert agents in real time when regulated terms or required disclosures occur during a live call, catching compliance risks before the interaction ends rather than flagging them in post-call review.