What is Agent Assist?

Agent Assist refers to technology solutions that help human customer service agents work more effectively by providing real-time support during customer interactions. It augments human capabilities rather than replacing them.

Agent Assist Capabilities

• Real-time suggestions: Recommended responses as agent types
• Knowledge surfacing: Relevant articles and docs appear automatically
• Customer context: History and profile displayed prominently
• Workflow automation: Common tasks executed with one click
• Quality monitoring: Alerts for compliance or tone issues

How Agent Assist Works

1. Conversation monitoring: AI follows the interaction
2. Context understanding: Identifies customer issue and intent
3. Recommendation generation: Suggests helpful information or actions
4. Agent decision: Human reviews and acts on suggestions
5. Feedback loop: System learns from agent choices

Types of Agent Assist

• Knowledge assist: Finds and surfaces relevant content
• Response assist: Drafts or suggests replies
• Process assist: Guides through complex workflows
• Compliance assist: Ensures regulatory requirements met

Impact Metrics

Organizations implementing Agent Assist see:

• 40-60% faster handle time: Less searching, more resolving
• Improved CSAT: More accurate, helpful responses
• Reduced training time: New agents productive in days vs weeks
• Better consistency: Similar quality across all agents

Agent Assist vs Full Automation

Agent Assist keeps humans in the loop for:

• Complex judgment calls
• Emotional or sensitive situations
• High-value customer interactions
• Edge cases outside AI training

Maven AGI Difference: Our AI Copilot delivers Agent Assist capabilities natively within Zendesk, Salesforce, and Freshdesk. Agents see suggestions, knowledge, and summaries without switching tools. Combined with autonomous resolution for routine issues, you get comprehensive coverage.

Book a demo to see Agent Assist capabilities.