AI Agent Assist Tools
Your agents deserve a better co-pilot.
Every interaction costs more when agents are guessing, switching tabs or working from memory. The AI Agent Assist Suite gives your agents the answers they need, when they need them.
Why this matters
Live agent interactions cost $7–$13.50 each, and agents lose up to 40% of their time to manual work. AI Agent Assist reduces that friction with real-time guidance and automation.
Get the highlights
Real-time AI
Capacity listens to live interactions and surfaces guidance, knowledge and compliance prompts.
Single interface
Every capability in the suite surfaces inside the interface agents already use.
Learning loop
Post-interaction insights feed directly back into live agent guidance through a built-in Learning Loop.
Capacity in numbers
42 sec
Reduction in average handle time — NRTC
32%
Decrease in agent attrition — NRTC
100%
Disposition compliance
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Real-Time Agent Assist
The right answer, at the exact moment it matters
Real-Time Agent Assist copilots every voice and chat interaction to instantly surface next best actions and relevant knowledge, then handles post-call wrap-up automatically.
Dynamic next-best-action prompts
Detects customer intent in real time and automatically surfaces the right response for your agents.
Compliance alerts and keyword triggers
Rule-based alerts fire instantly when regulated terms or required steps occur, catching compliance risks before the call ends.
Automated wrap-up and CRM updates
Interaction summaries are automatically generated and pushed to your CRM at call’s end.
One knowledge source across every channel
Agents draw from the same AI Knowledge Layer powering your AI agents and analytics, ensuring consistent answers.
Agent Guidance
Guided structure for every complex interaction.
Agent Guidance embeds deterministic, custom-built workflows directly into the agent interface, walking agents through complex interactions with ease.
Conditional branching built to your processes
Automatically routes agents down the right path as the interaction unfolds, eliminating the need to memorize complex processes.
Live system integrations in the flow
Connects directly to your CRM or other systems, automatically pushing and pulling customer data.
isposition errors reduced to near zero
By prescribing and enforcing every step, the workflow makes process adherence structural and compliant.
Screen Recording
Audio tells you what was said. Screen recording shows what was done.
Screen Recording closes the gap that call audio alone cannot, giving supervisors verifiable visual evidence of whether agents followed the right process steps.
Full desktop capture across up to three screens
Captures the agent’s complete desktop environment across all applications, giving supervisors full context for every QA review and coaching session.
Side-by-side transcript and video replay
Pairs screen recordings directly with interaction transcripts so supervisors can jump to any moment instantly.
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Agent Assist
Post Interation Workflows
Outbound
Integrations
AI Knowledge Orchestration
Frequently asked questions
What is AI Agent Assist?
The AI Agent Assist Suite is a set of real-time tools that support human agents during live customer interactions. It includes Real-Time Agent Assist for in-the-moment AI guidance and knowledge surfacing, Agent Guidance for structured deterministic workflows on complex interactions and Screen Recording for full desktop capture to support QA and coaching. All three work from the same AI Knowledge Orchestration Layer that powers Capacity virtual agents and post-interaction QA.
How is this different from agent assist tools bundled with our CCaaS platform?
CCaaS-bundled agent assist tools are typically limited to that platform’s own knowledge sources and do not connect to your broader AI stack. The AI Agent Assist Suite draws from the same knowledge layer powering your virtual agents and QA, meaning agents and virtual agents give consistent answers from one source of truth. It also connects post-interaction insights back into live guidance through the built-in Learning Loop, something no CCaaS-native tool currently does.
Does this require agents to learn a new tool?
No. Real-Time Agent Assist and Agent Guidance both surface inside the interface agents already use within their CCaaS platform. There is no new application to open, no new login and no additional onboarding required. Screen Recording runs automatically in the background via a desktop client installed on agent workstations.
What channels does Real-Time Agent Assist support?
Real-Time Agent Assist supports live voice and chat interactions. It uses proprietary audio capture for voice, which works independently of your existing call recording system hence removing one of the most common deployment blockers. Chat ingestion works the same way with no additional setup.
What kinds of interactions is Agent Guidance designed for?
Agent Guidance is built for high-complexity, structured interactions where agents need to follow specific steps, comply with regulations or navigate multiple systems simultaneously. Common use cases include insurance claims, financial services workflows, BPO multi-brand support and any interaction with branching logic, required disclosures or system integrations. More than 80% of contact centers never need Agent Guidance, Real-Time Agent Assist handles the majority of interactions on its own. Agent Guidance is the natural extension for processes too complex for prompts alone.
How quickly can the AI Agent Assist Suite be deployed?
Real-Time Agent Assist typically deploys in days. Agent Guidance averages around 30 days end-to-end, with the timeline driven primarily by scoping, review and testing cycles rather than build time. Screen Recording is available now and deploys via a desktop client installation on agent workstations.