AI Agent Assist: Benefits for Your Team and Customers

Do you use AI-powered chatbots, email, voice, and text automations, but still feel like something is missing? Real automation shows up when your people get the right tools to succeed in their jobs. That’s why AI agent assist is the new benchmark for customer and employee support.

AI-powered agent assist:

• Speeds up customer service
• Helps onboard new hires quickly
• Improves support team utilization

Curious how it works and what it means for your customers and your team? Dive in—we’ll break down AI agent assist from A to Z and show you how to put it to work to provide:

• Personalized experiences
• Faster resolutions
• Better brand experiences

What is an AI agent assist for customer support?

AI agent assist for customer support refers to the use of artificial intelligence tools that help human agents work more efficiently and effectively. 

These systems can provide:

• Automated quality assurance
• Knowledge retrieval
• Customer context and sentiment analysis
• Routine automations like ticket routing or data updates
• Real-time suggestions and guidance during customer interactions
• And many other functions

More and more companies recognize the need to provide automation tools for their teams, and that is reflected in the numbers. The global real-time AI agent assist market is expected to reach USD 124.6 billion by 2034, growing from USD 4.4 billion in 2024. 

Features like interaction summaries after calls or text communications, real-time tips and suggestions, as well as easier onboarding, make the work of support agents much easier and improve the customer experience.

How does a real-time AI agent assist help CX?

Real-time AI agent assistance can significantly improve customer experience. When you give the right tools to your team, your customers can expect more consistent support across channels, a personalized experience, faster resolutions, and many other benefits.

For example, after analyzing 5,172 support agents, one study discovered that employees who worked with AI assistance were 15% more productive than their counterparts. But that’s just one of the improvements you can expect after implementing this technology. Let’s explore more benefits of AI-powered agent assistance.

• More consistent support: Real-time guidance and automated QA catch errors or off-tone replies before messages are sent, ensuring that every customer receives accurate and on-brand responses, regardless of which agent they interact with. To achieve this, AI platforms use technologies like large language models (LLMs), automated QA tools that monitor interactions, and knowledge base integrations that ensure up-to-date answers.
• Personalized experiences: Personalizing your customer experience is a great investment—and studies prove that. Shifting to a personalized customer experience could generate over $1 trillion in value across US industries. Intelligent virtual AI-assisted agents can help you achieve that by surfacing customer history, preferences, and sentiment in real time, allowing agents to tailor responses and recommendations. To personalize CX, AI-assist tools detect intent using natural language processing (NLP), pull data through integrations, and access historical information.
• Faster resolutions: IBM found that using agent assist bots can reduce issue resolution time by 26%. By automatically retrieving relevant information and suggesting next actions, AI cuts the time agents spend searching for answers or escalating cases. Such tools use AI-powered search and retrieval across FAQs, documentation, and tickets, while providing real-time next-best-action recommendations during live interactions.
• Better brand experience: Every interaction with your brand should leave your customers satisfied and happy. This way, customers begin associating your business positively, and the next time they need to order a service or buy a product, they’re more likely to turn to you. Again, real-time agent assistance tools can help you achieve that. AI helps agents maintain a consistent voice, ensure compliance, and handle stressful situations more calmly, improving customer experience. Generative AI use cases for better brand experiences include tone and empathy analysis to guide agents on brand voice and phrasing.
• Higher customer loyalty: When you meet your customers where they are, resolve their issues instantly, and offer relevant and personalized services, you build their loyalty. Why go to a competitor when they can get excellent service right here? Behind the scenes, technologies like predictive analytics identify at-risk customers during interactions, proactive guidance systems help agents offer loyalty rewards or personalized offers, and continuous learning systems improve recommendations based on past outcomes to strengthen customer loyalty.

Customer experience automation tools tackle these tasks well. For example, many companies use a popular automation platform, Medallia. It offers a comprehensive toolkit to support your team and customers across channels and interactions.

However, finding the right platform takes time, and many lack certain features or are just too pricey. To make it easier to find the right customer and team experience automation tool, we’ve gathered the top Medallia competitors for you to explore.

Does the AI agent assist help EX too?

Yes! AI agent assist features benefit employee experiences the most because they give them the tools to achieve their full potential. The right platform can help your team find customer information faster, pull data in seconds, and take over manual and repetitive work so they can focus on human interactions, learn new things faster, and become better at their jobs.

Let’s look at some benefits you can expect in your team after integrating AI-powered agent assist bots and other tools.

• Easier training curve: It can take up to three to six weeks to onboard a new customer support agent using the traditional methods. AI helps new agents get up to speed faster by guiding them through workflows, suggesting responses, and flagging errors in real time. AI assist tools that integrate with your corporate knowledge base can help agents find answers not only to customer queries but also to internal questions like “What’s your vacation policy?” and “How can I request PTO?”
• Opportunity to grow: With routine tasks automated, agents can focus on complex interactions and skill development. For example, automated ticket routing and categorization remove repetitive triage work, allowing the team to spend more time on complex cases.
• Prompt guidance: Agents get real-time help during customer interactions, such as AI-suggested answers, product details, or compliance reminders. Let’s take an e-commerce store as an example. A customer contacts your service team about an individual discount code they received for their birthday. Your agent can quickly ask the AI-backed system about it to provide a prompt response and help the customer shop seamlessly.
• Personalized and automated coaching: You don’t need to hire extra staff to hover over your support team when an AI agent can easily provide proactive and personalized coaching. Agent coaching software continuously analyzes interactions and provides targeted feedback to each agent, making coaching more frequent, data-driven, and specific.
• Less busy work: According to McKinsey, six in ten occupations could automate as much as 30% of their current workload—mainly using AI-powered tools. AI automates routine administrative and after-call tasks, freeing agents to focus on meaningful conversations instead of manual updates. Traditionally, one agent could handle only 3–5 calls per hour due to lengthy manual after-call work, but now they can easily double that number as AI automates call summaries and information exchange between systems.
• Lower agent attrition: High employee turnover is expensive—McKinsey found it can cost anywhere from $10,000 to $20,000 to replace a single contact center agent. With better tools, clearer guidance, and less stress, agents feel more supported and valued, which leads to higher engagement and retention.

Who can use AI agent assist for customer support?

Companies and organizations in retail, healthcare, finance, and many other industries successfully integrate and use AI agent assistants to help their teams succeed. Depending on the tools you choose to work with, you can easily integrate these features into your processes—even in more regulated industries. We’ve gathered a few examples of how different sectors can benefit from this technology.

Retail

AI agent assist bots for retail help support teams deliver quick, personalized service—from product inquiries to order issues—while maintaining a consistent brand tone.

This is one of many gen AI use cases that enhance customer support efficiency and consistency. For example, a customer calls your support team to request information about a late delivery. After an agent picks up the phone and listens to the customer’s complaint, the AI-powered agent assistant analyzes the sentiment and suggests offering a small discount on the next purchase to defuse the situation and enhance the customer experience.

Healthcare

In a sensitive, high-stakes environment like healthcare, AI agent assist helps staff handle patient interactions accurately, empathetically, and in compliance with regulations.

For example, a patient calls to book a doctor’s appointment. Your customer support agent asks the patient to describe their symptoms and concerns. While the patient explains, the agent assist tool collects this information and automatically uploads it to the patient’s record. This way, the doctor can see the patient’s information before the appointment, and agents don’t need to make the patient wait while they enter the data manually.

A great feature that helps healthcare companies achieve seamless customer service is AI-powered call and screen recording software. Capacity, a customer and employee support automation platform, offers a recording feature that:

• Captures conversations and transcribes them word for word
• Detects intent, sentiment, and key topics in each interaction
• Automatically uploads transcripts to your CRM

This allows service agents to focus on a patient and not on trying to get every detail right.

Financial services

AI assists agents in maintaining accuracy, compliance, and trust when dealing with financial queries. 

Some of the main features of agent assist in financial services include:

• Fraud alert routing and real-time transaction context for faster resolution
• Automated QA and compliance auditing for regulatory accuracy
• Personalized financial insights or cross-sell prompts for agents

Say a customer contacts your support center to ask about their account. AI-powered agent assist can immediately pull client information from a CRM for quick access.

A great example of how financial service companies thrive using agent assist features is Paramount Residential Mortgage Group, Inc. (PRMG), a leading lender in the mortgage industry. Like many companies, PRMG struggled with long resolution times, an overworked service team, and scattered information.

To improve the situation, the company decided to try Capacity’s agent assist and knowledge management solutions. Right after integrating new features, a digital assistant now instantly provides loan or guideline information to employees without any human involvement.

Since deploying their new digital colleague, PRMG now answers 90% of employee queries automatically and has around 900 monthly users who rely on the tool to work more efficiently.

Contact centers

Contact centers that work with thousands of customers each day are the core environment for agent assist. Having AI in your business toolbox unlocks contact center revenue, drives conversions, and boosts growth. 

Contact centers use agent assist features for:

• Real-time call transcription and summarization
• Next-best-action recommendations during live calls
• Automated QA scoring across interactions

Another way AI-powered tools for contact centers support teams is by reducing manual and repetitive work. Ask your team how many customer questions could be answered with a quick FAQ link, and they’ll probably tell you it’s most of what they deal with every day. But features like live support chat can deflect up to 90% of those inquiries, giving employees the breathing room to focus on what matters most.

Service providers

AI agent assistants for telecom, utilities, and logistics support large-scale operations with complex processes and high call volumes. 

The feature helps them handle:

• Service issue diagnosis and guided troubleshooting
• Proactive outage communication based on customer context
• Automated ticket routing and updates to field technicians

In the utility industry, speed and accuracy are key. If an outage happens, all teams have to be on board and provide up-to-date, accurate information to people. Agent assist can gather the most recent information and share it with teams across departments, cities, and even countries. 

Travel and hospitality

AI for hospitality ensures seamless, personalized guest experiences while helping staff manage fluctuating demand and service complexity.

For example, if a potential guest calls your team to book a stay in their preferred city, instead of your agent searching for the right accommodation options, AI can quickly look them up and provide the best stay based on the guest’s requirements.

Technology and SaaS

AI agent assist for SaaS helps tech support teams manage complex products and offer faster, more accurate solutions across multiple channels.

For example, your team can rely on AI agent assist for:

• Technical troubleshooting guidance and auto-suggested fixes
• Knowledge base search and update automation
• Real-time escalation and collaboration recommendations

A useful feature to have is secure cobrowsing. Sometimes, your agents need to assist customers by accessing their screens. However, it’s a sensitive process, and customers need to know that their information and the entire interaction are secure and private. That’s exactly what Capacity’s cobrowsing feature ensures. It allows agents to view and interact with customers’ screens in real time while meeting the highest security standards.

Empower your team with omnichannel AI agent assist tools

If you want your team to perform better, improve resolution times, and cut costs, then integrating an AI-powered agent assist feature into your internal support is a must. But you shouldn’t stop there. Many platforms offer much more than just tools for agents—they help your entire team work smarter.

If you also like the sound of:

• Unified business data in one always-updating knowledge base
• Automated internal and external support
• Access to 360-degree analytics on your customer experience
• Seamless information exchange between systems
• 90%+ ticket deflection

Then you can’t skip Capacity’s AI-powered customer and team support automation solution. Don’t wait to automate your business—book a demo today.

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