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Agent assist helps customer service agents during conversations by finding relevant information, suggesting responses, and summarizing context. The human agent reviews the suggestions and decides what to say or do.
Agent assist is technology that supports a human customer service agent while they handle a conversation. It can surface relevant knowledge, suggest a response, summarize what has happened, or help identify the next step. The agent remains responsible for the conversation and decides what to use.
For example, when a customer asks about a return policy, an agent assist tool might find the current policy and display the relevant section in the agent’s workspace. That saves the agent from searching through documents while the customer waits.
Agent assist can be useful across chat, email, and phone support. Its value depends on the quality of the information it draws from and how clearly it presents suggestions to the agent.
