AI-powered agent assist is software that follows a live customer conversation and puts help on the human agent's screen while the conversation is still going. The help is usually a suggested reply, a link to the article that answers the question, a checklist for the procedure and a draft summary at the end. The suggestions go to the agent, and the agent decides what to send.
\n","summary":"AI-powered agent assist follows a live customer conversation and gives the human agent suggested replies, source articles, checklists and a draft summary. The suggestions go to the agent, who decides what to send. It differs from a virtual agent that talks to the customer and from analytics that run after the call.","publishedAt":"2026-07-18T14:40:04.127","verifiedAt":"2026-07-17T00:00:00","editorialStatus":"APPROVED","lastReviewedAt":"2026-10-10T02:36:53.912","nextReviewDueAt":"2026-10-17T00:00:00","templateVersion":"v2","aliases":["What is agent assist?","What is real-time agent assist?","AI agent assist meaning","How does agent assist work in a contact center?","What is agent assist AI?","What is an agent copilot?","Contact center agent assist explained","What does AI agent assist do?","Agent assist vs chatbot","What is Knowledge Assist?","Real-time agent guidance software","What is agent-facing AI in a call center?"],"confidenceScore":88,"confidenceLabel":"High","canonicalUrl":null},"contributor":{"id":"ec39deab-44fe-48d8-9029-fefe993ab85a","slug":"answer-stack","displayName":"AnswerStack","websiteUrl":null},"contributorOrganizationProfile":null,"contributorPerson":null,"sections":[{"id":"5f64936f-5317-49fb-ab7f-6f5b87e8a3d5","sectionKey":"during_one_conversation","sectionType":"markdown_section","heading":"What happens during one conversation","introMarkdown":"Take a customer who writes to a software company's support desk: \"I can't track my employee's hours during business trips.\" The sentence is an example in [the working paper](https://www.nber.org/papers/w31161) behind a study of these tools, and the paper notes that the right answer depends on which version of the product the customer has. An agent who doesn't know that has to stop and search.\n\nAn assist tool reads the message as it arrives. On a phone call, Five9's [agent assist product](https://www.five9.com/products/capabilities/agent-assist) transcribes the conversation in real time, which gives the tool text to work from.\n\nNext the tool works out what the customer is asking. Amazon Connect's [documentation](https://docs.aws.amazon.com/connect/latest/adminguide/connect-ai-agent.html) says its assistant detects customer intent during calls, chats, tasks and emails. It then gives the agent \"real-time generative responses along with links to relevant documents and articles.\" So the agent sees a drafted answer beside its source and can check one against the other before sending anything. The agent can also ask a question directly, in plain language or keywords.\n\nSome products add structure around the answer. Five9 shows guidance cards and checklists that recommend the steps to follow. [Genesys Agent Copilot](https://help.genesys.cloud/articles/about-genesys-agent-copilot/) gives the agent next best actions during the conversation. When it ends, Copilot provides a summary, the reason for contact and the resolution, and it suggests wrap-up codes.\n\nThe suggestions come from material your company connects and settings your company chooses. Amazon lists knowledge bases and step-by-step guides among the things an administrator can integrate. Google's Agent Assist runs each conversation under a [conversation profile](https://docs.cloud.google.com/agent-assist/docs/basics), a group of settings that determines which suggestions the human agent receives. Someone on your side decides what the tool may suggest and what it draws on.","introHtml":"Take a customer who writes to a software company's support desk: "I can't track my employee's hours during business trips." The sentence is an example in the working paper behind a study of these tools, and the paper notes that the right answer depends on which version of the product the customer has. An agent who doesn't know that has to stop and search.
\nAn assist tool reads the message as it arrives. On a phone call, Five9's agent assist product transcribes the conversation in real time, which gives the tool text to work from.
\nNext the tool works out what the customer is asking. Amazon Connect's documentation says its assistant detects customer intent during calls, chats, tasks and emails. It then gives the agent "real-time generative responses along with links to relevant documents and articles." So the agent sees a drafted answer beside its source and can check one against the other before sending anything. The agent can also ask a question directly, in plain language or keywords.
\nSome products add structure around the answer. Five9 shows guidance cards and checklists that recommend the steps to follow. Genesys Agent Copilot gives the agent next best actions during the conversation. When it ends, Copilot provides a summary, the reason for contact and the resolution, and it suggests wrap-up codes.
\nThe suggestions come from material your company connects and settings your company chooses. Amazon lists knowledge bases and step-by-step guides among the things an administrator can integrate. Google's Agent Assist runs each conversation under a conversation profile, a group of settings that determines which suggestions the human agent receives. Someone on your side decides what the tool may suggest and what it draws on.
\n","outroMarkdown":null,"outroHtml":null,"contentJson":{},"configJson":{},"noteMarkdown":null,"noteHtml":null,"sortOrder":10},{"id":"c7e63a77-417a-4bb6-a88b-90204efdebea","sectionKey":"what_agent_assist_is_not","sectionType":"markdown_section","heading":"What agent assist is not","introMarkdown":"A virtual agent and post-call analytics sit beside agent assist, and the three are easy to confuse under the label \"AI.\" A virtual agent talks to the customer in place of a person, and post-call analytics studies the conversation after it ends. Agent assist works between them, during the part of the conversation a human handles.\n\nGoogle's documentation lays out the order. A customer may first reach a virtual agent, which tries to resolve the request by itself. If it can't, the conversation is handed to a human, and at that stage \"Agent Assist supplies real-time document and response suggestions to the human agent.\"\n\nTiming is the practical difference. Xima, the platform behind Atlantech's [contact center service](https://www.atlantech.net/solutions/voice/atlantech-ccaas), documents [AutoQA evaluations](https://guide.xima.cloud/docs/summary-ai-powered-qa-evaluations) that grade a call against your own standards. Its guide says they \"are processed after a call has concluded and are generally available in a minute or less.\" That serves a supervisor who coaches after the call, where agent assist serves the agent during it. Xima's guide also describes an [AI agent](https://guide.xima.cloud/docs/build-a-new-ai-agent-profile) that chats with customers under a nickname and greeting you choose, which is the virtual-agent neighbor. When a quote says \"AI,\" ask which moment of the conversation the tool works in.","introHtml":"A virtual agent and post-call analytics sit beside agent assist, and the three are easy to confuse under the label "AI." A virtual agent talks to the customer in place of a person, and post-call analytics studies the conversation after it ends. Agent assist works between them, during the part of the conversation a human handles.
\nGoogle's documentation lays out the order. A customer may first reach a virtual agent, which tries to resolve the request by itself. If it can't, the conversation is handed to a human, and at that stage "Agent Assist supplies real-time document and response suggestions to the human agent."
\nTiming is the practical difference. Xima, the platform behind Atlantech's contact center service, documents AutoQA evaluations that grade a call against your own standards. Its guide says they "are processed after a call has concluded and are generally available in a minute or less." That serves a supervisor who coaches after the call, where agent assist serves the agent during it. Xima's guide also describes an AI agent that chats with customers under a nickname and greeting you choose, which is the virtual-agent neighbor. When a quote says "AI," ask which moment of the conversation the tool works in.
\n","outroMarkdown":null,"outroHtml":null,"contentJson":{},"configJson":{},"noteMarkdown":null,"noteHtml":null,"sortOrder":20},{"id":"82264fb3-ffb8-4d0e-b732-fae2becddb7a","sectionKey":"evidence_and_scope","sectionType":"markdown_section","heading":"What the evidence shows","introMarkdown":"A peer-reviewed study of one deployment measured the effect. Erik Brynjolfsson, Danielle Li and Lindsey Raymond followed the rollout of an AI assistant to 5,172 customer-support agents and [published the results in 2025](https://doi.org/10.1093/qje/qjae044) in The Quarterly Journal of Economics. Agents with the assistant resolved 15% more issues per hour on average. Less experienced agents improved both the speed and the quality of their work, while the most experienced agents saw \"small gains in speed and small declines in quality.\"\n\nAccording to the project's working paper, the agents did chat-based technical support for a Fortune 500 software company, and their chats averaged 40 minutes. The tool suggested responses and linked to the company's internal documentation. Agents were free to ignore it, and on average they followed 38% of its recommendations.\n\nSo the study measures long, written, technical conversations. It doesn't measure phone calls, short billing questions or sales. Its gains were concentrated among less experienced agents, and that is the part to hold up against your own team.\n\nFive9's page adds a customer quote, in which TruConnect says the tool reduced its average handle time by 30 seconds.","introHtml":"A peer-reviewed study of one deployment measured the effect. Erik Brynjolfsson, Danielle Li and Lindsey Raymond followed the rollout of an AI assistant to 5,172 customer-support agents and published the results in 2025 in The Quarterly Journal of Economics. Agents with the assistant resolved 15% more issues per hour on average. Less experienced agents improved both the speed and the quality of their work, while the most experienced agents saw "small gains in speed and small declines in quality."
\nAccording to the project's working paper, the agents did chat-based technical support for a Fortune 500 software company, and their chats averaged 40 minutes. The tool suggested responses and linked to the company's internal documentation. Agents were free to ignore it, and on average they followed 38% of its recommendations.
\nSo the study measures long, written, technical conversations. It doesn't measure phone calls, short billing questions or sales. Its gains were concentrated among less experienced agents, and that is the part to hold up against your own team.
\nFive9's page adds a customer quote, in which TruConnect says the tool reduced its average handle time by 30 seconds.
\n","outroMarkdown":null,"outroHtml":null,"contentJson":{},"configJson":{},"noteMarkdown":null,"noteHtml":null,"sortOrder":30},{"id":"0bd8c128-8a2a-4901-be51-9b718df1000d","sectionKey":"pricing","sectionType":"markdown_section","heading":"How agent assist is priced","introMarkdown":"On the [Genesys pricing page](https://www.genesys.com/pricing), Agent Copilot features are billed in AI Experience tokens with Cloud CX 1, CX 2 and CX 3. They are included in Cloud CX 4, which costs $240 per user per month, billed annually. Every organization gets 250 tokens a month on named-user licensing, and the page doesn't publish what an extra token costs.\n\n[Amazon Connect](https://aws.amazon.com/connect/pricing/) bills differently. Its pricing page lists agent assist and post-contact summaries among the capabilities of a service billed at $0.038 per voice minute plus telephony charges, and it says there are no tokens.\n\nSuppose 25 agents are on Cloud CX 3 at $155 per user per month and the company wants Copilot included. Cloud CX 4 costs $85 more per user per month, which comes to $25,500 a year, and it includes more than Copilot. The study's gains were concentrated among less experienced agents in written technical support. Set the $25,500 against how many of your 25 are new and how much of their work looks like that.","introHtml":"On the Genesys pricing page, Agent Copilot features are billed in AI Experience tokens with Cloud CX 1, CX 2 and CX 3. They are included in Cloud CX 4, which costs $240 per user per month, billed annually. Every organization gets 250 tokens a month on named-user licensing, and the page doesn't publish what an extra token costs.
\nAmazon Connect bills differently. Its pricing page lists agent assist and post-contact summaries among the capabilities of a service billed at $0.038 per voice minute plus telephony charges, and it says there are no tokens.
\nSuppose 25 agents are on Cloud CX 3 at $155 per user per month and the company wants Copilot included. Cloud CX 4 costs $85 more per user per month, which comes to $25,500 a year, and it includes more than Copilot. The study's gains were concentrated among less experienced agents in written technical support. Set the $25,500 against how many of your 25 are new and how much of their work looks like that.
\n","outroMarkdown":null,"outroHtml":null,"contentJson":{},"configJson":{},"noteMarkdown":null,"noteHtml":null,"sortOrder":40},{"id":"29df7d10-cb48-43be-83bb-2551303ec7e8","sectionKey":"requirements_before_it_helps","sectionType":"markdown_section","heading":"What it needs before it helps","introMarkdown":"Suggestions draw on the material you connect, so stale material can produce stale suggestions. A suggestion can also be wrong when its source is current. Someone has to keep the material up to date and watch what the tool does with it, and that work continues for as long as the tool is in use.\n\nA tool that works from a transcript depends on the transcript's accuracy. Test transcription on your own recordings before you rely on it, because accents, product names and line noise all affect what the software hears.\n\nThe last requirement is an agent who reads before sending. Agents in the study followed 38% of the recommendations they were shown, and the working paper notes that a model can make incorrect ones. The same care applies to the summary at the end, because it often becomes the record other teams read later.","introHtml":"Suggestions draw on the material you connect, so stale material can produce stale suggestions. A suggestion can also be wrong when its source is current. Someone has to keep the material up to date and watch what the tool does with it, and that work continues for as long as the tool is in use.
\nA tool that works from a transcript depends on the transcript's accuracy. Test transcription on your own recordings before you rely on it, because accents, product names and line noise all affect what the software hears.
\nThe last requirement is an agent who reads before sending. Agents in the study followed 38% of the recommendations they were shown, and the working paper notes that a model can make incorrect ones. The same care applies to the summary at the end, because it often becomes the record other teams read later.
\n","outroMarkdown":null,"outroHtml":null,"contentJson":{},"configJson":{},"noteMarkdown":null,"noteHtml":null,"sortOrder":50}],"citations":[{"title":"Contact Center AI Agent Assist for Chat is now in Public Preview","url":"https://cloud.google.com/blog/products/ai-machine-learning/contact-center-ai-agent-assist-for-chat-is-now-in-public-preview","excerpt":"Agent Assist provides human agents with continuous support during their calls and chats by identifying the customer intent and providing them with real-time recommendations such as articles, FAQs, and suggested responses.","quoteText":null,"sourceRole":"PRIMARY","verifiedAt":"2026-07-17T00:00:00","supportsText":"Agent Assist definition (real-time recommendations to human agents during calls and chats); Smart Reply suggested responses sourced from top agents and matched to brand tone; Knowledge Assist article and FAQ surfacing; reported results of up to 28% more concurrent conversations, up to 15% faster res","domain":"cloud.google.com","publisherName":"Google Cloud"},{"title":"Agent Assist documentation","url":"https://docs.cloud.google.com/agent-assist/docs","excerpt":"Agent Assist uses machine learning technology to provide suggestions to your human agents when they are in a conversation with a customer.","quoteText":null,"sourceRole":"PRIMARY","verifiedAt":"2026-07-17T00:00:00","supportsText":"Agent Assist definition (machine learning provides suggestions to human agents in a live conversation); feature taxonomy including Smart Reply, Generative Knowledge Assist, Summarization, Transcription, Sentiment Analysis, and AI Coach; features tailored to organization data","domain":"docs.cloud.google.com","publisherName":"Google Cloud"},{"title":"Amazon Q in Connect offers generative AI powered agent assistance in real-time","url":"https://aws.amazon.com/about-aws/whats-new/2023/11/amazon-q-connect-generative-ai-powered-agent-assistance-real-time/","excerpt":"Amazon Q in Connect uses conversational analytics and natural language understanding (NLU) to detect customer intent during calls and chats and provides contact center agents with immediate, real-time generative responses and suggested actions.","quoteText":null,"sourceRole":"PRIMARY","verifiedAt":"2026-07-17T00:00:00","supportsText":"Amazon Q in Connect as a generative AI agent assistant (evolution of Amazon Connect Wisdom); detects customer intent using conversational analytics and NLU; provides generated responses, suggested actions, and links to relevant documents and articles; agents can query it directly; must be connected ","domain":"aws.amazon.com","publisherName":"Amazon Web Services"},{"title":"About Genesys Agent Copilot","url":"https://help.genesys.cloud/articles/about-genesys-agent-copilot/","excerpt":"Genesys Cloud Agent Copilot is an AI-powered platform that integrates Large Language Models to enhance agent productivity and customer service delivery throughout the complete contact lifecycle.","quoteText":null,"sourceRole":"PRIMARY","verifiedAt":"2026-07-17T00:00:00","supportsText":"Genesys Agent Copilot (agent assist) as an LLM-powered platform that surfaces knowledge without the agent searching, determines customer intent and gives next-best-action recommendations, presents scripts and forms, and generates an after-call summary with reason for contact, resolution, and suggest","domain":"help.genesys.cloud","publisherName":"Genesys"},{"title":"Agent Assist - AI Agent Assist - Real-Time Agent Assist","url":"https://www.five9.com/products/capabilities/agent-assist","excerpt":"AI Agent Assist offers real-time transcription and customized call summarization that reduces contact handle time and after-call work (ACW). AI Agent Assist automatically provides agents with real-time guidance cards and checklists that recommend actions to follow for faster resolutions.","quoteText":null,"sourceRole":"PRIMARY","verifiedAt":"2026-07-17T00:00:00","supportsText":"Five9 AI Agent Assist: real-time transcription displayed during interactions; real-time guidance cards and checklists recommending next actions; automated call summaries using generative models such as OpenAI GPT to reduce after-call work; customer example cutting average handle time by 30 seconds","domain":"five9.com","publisherName":"Five9"},{"title":"Real Time Agent Assist: Benefits & Challenges","url":"https://www.nice.com/ai-contact-center-platform/real-time-agent-assist","excerpt":"Real-time agent assist is an AI-powered capability embedded within modern contact center platforms that provides immediate, AI-driven support to agents during live conversations.","quoteText":null,"sourceRole":"PRIMARY","verifiedAt":"2026-07-17T00:00:00","supportsText":"Real-time agent assist as AI-driven support during live conversations; live speech and text analysis; real-time intent, sentiment, and topic detection; context-aware knowledge recommendations; next best action and response guidance; live compliance and policy alerts and in-the-moment coaching prompt","domain":"nice.com","publisherName":"NICE"},{"title":"How agent assist technology works in the contact center","url":"https://www.techtarget.com/searchcustomerexperience/tip/How-agent-assist-technology-works-in-the-contact-center","excerpt":"Agent assist includes various types of software that use AI to give agents advice, information and context to provide the best customer service in real time.","quoteText":null,"sourceRole":"INDEPENDENT","verifiedAt":"2026-07-17T00:00:00","supportsText":"Independent definition of agent assist as AI software that gives agents advice, information, and context in real time; how it works via NLP, sentiment analysis, speech and text analytics, and transcription; the human agent reviews and uses the suggestions; offloads after-call work; over half of user","domain":"techtarget.com","publisherName":"TechTarget"},{"title":"The Evolving Role of AI in Customer Experience: Insights from Metrigy's 2024-25 Study","url":"https://www.metrigy.com/the-evolving-role-of-ai-in-customer-experience-insights-from-metrigys-2024-25-study/","excerpt":"20% of customer interactions are fully automated by AI currently, and AI is expected to resolve 37% of interactions without human involvement by 2028.","quoteText":null,"sourceRole":"INDEPENDENT","verifiedAt":"2026-07-17T00:00:00","supportsText":"Independent study: about 20% of customer interactions are fully automated by AI today, expected to reach roughly 37% resolved without human involvement by 2028; most CX leaders estimate generative AI can resolve between 26% and 75% of interactions","domain":"metrigy.com","publisherName":"Metrigy"},{"title":"Generative AI at Work","url":"https://www.nber.org/papers/w31161","excerpt":"Access to the tool increases productivity, as measured by issues resolved per hour, by 14% on average, including a 34% improvement for novice and low-skilled workers but with minimal impact on experienced and highly skilled workers.","quoteText":null,"sourceRole":"INDEPENDENT","verifiedAt":"2026-07-17T00:00:00","supportsText":"Peer-reviewed field study of 5,179 customer support agents: access to a generative AI conversational assistant raised issues resolved per hour by 14% on average and by 34% for novice and low-skilled workers, with minimal impact on experienced workers; also improved customer sentiment and employee re","domain":"nber.org","publisherName":"National Bureau of Economic Research"}],"revisions":[{"revisedAt":"2026-07-18T14:40:04.127+00:00","versionLabel":"Originally published","note":"","reviewedBy":null}],"relatedAnswers":[{"id":"792e8892-6e9f-4474-8f8f-def71b0f1d61","slug":"what-is-an-acd-automatic-call-distributor","question":"What is an ACD (automatic call distributor)?","publishedAt":"2026-08-14T14:40:01.956","confidenceScore":80,"confidenceLabel":"High","industry":{"id":"ff619d7c-d7d7-485e-a05a-53fba07f33ed","slug":"telecommunications","label":"Telecommunications","description":"Business voice, fiber, UCaaS, and network services"},"topic":{"slug":"ccaas","label":"CCaaS","description":"Contact center as a service: cloud contact center features, routing, and how it differs from UCaaS and on-prem.","schemaKind":null},"contributor":{"id":"ec39deab-44fe-48d8-9029-fefe993ab85a","slug":"answer-stack","displayName":"AnswerStack","websiteUrl":null},"snippet":"An automatic call distributor is the part of a phone system that decides which agent answers each incoming call and holds callers in a queue when nobody is free. It first works out which agents are allowed to take a call, then picks one of them with a method such as longest idle, rotation or highest skill. On cloud platforms such as Genesys Cloud, the same engine distributes chats, emails and texts.","url":"/q/what-is-an-acd-automatic-call-distributor"},{"id":"e5128424-99f2-42e8-97ac-06e1d5c984c4","slug":"what-is-routing-in-a-contact-center","question":"What is routing in a contact center?","publishedAt":"2026-07-18T14:39:59.776","confidenceScore":84,"confidenceLabel":"High","industry":{"id":"ff619d7c-d7d7-485e-a05a-53fba07f33ed","slug":"telecommunications","label":"Telecommunications","description":"Business voice, fiber, UCaaS, and network services"},"topic":{"slug":"ccaas","label":"CCaaS","description":"Contact center as a service: cloud contact center features, routing, and how it differs from UCaaS and on-prem.","schemaKind":null},"contributor":{"id":"ec39deab-44fe-48d8-9029-fefe993ab85a","slug":"answer-stack","displayName":"AnswerStack","websiteUrl":null},"snippet":"Routing is the set of rules a contact center uses to send each call, chat, email or text to the right place. It decides where each contact goes, which can be a menu, a queue, an agent or an outside destination, and for queued contacts it decides which agent takes them and which waiting customer is answered next. The rules start with the number dialed, the schedule and the IVR menu, and they can loosen the skill match as a customer's wait grows.","url":"/q/what-is-routing-in-a-contact-center"},{"id":"c4ee74a3-74c8-4ef5-a33b-ac978554c881","slug":"what-is-the-difference-between-ccaas-ucaas-and-cpaas","question":"What is the difference between CCaaS, UCaaS, and CPaaS?","publishedAt":"2026-07-18T03:57:36.086","confidenceScore":90,"confidenceLabel":"High","industry":{"id":"ff619d7c-d7d7-485e-a05a-53fba07f33ed","slug":"telecommunications","label":"Telecommunications","description":"Business voice, fiber, UCaaS, and network services"},"topic":{"slug":"ccaas","label":"CCaaS","description":"Contact center as a service: cloud contact center features, routing, and how it differs from UCaaS and on-prem.","schemaKind":null},"contributor":{"id":"ec39deab-44fe-48d8-9029-fefe993ab85a","slug":"answer-stack","displayName":"AnswerStack","websiteUrl":null},"snippet":"Two of the three are finished applications and the third is a set of parts. UCaaS is the calling, meeting and messaging system employees use every day, licensed per user. CCaaS is the application a customer service team uses to queue contacts and route them to agents. CPaaS is a set of programmable capabilities, mostly APIs, that developers assemble into their own software and pay for mostly by usage. The categories overlap, and many companies use more than one.","url":"/q/what-is-the-difference-between-ccaas-ucaas-and-cpaas"},{"id":"d16d4699-6203-4a6c-aa0f-fd6edf3515ea","slug":"what-is-ccaas-contact-center-as-a-service","question":"What is CCaaS (contact center as a service)?","publishedAt":"2026-07-18T03:50:16.615","confidenceScore":80,"confidenceLabel":"High","industry":{"id":"ff619d7c-d7d7-485e-a05a-53fba07f33ed","slug":"telecommunications","label":"Telecommunications","description":"Business voice, fiber, UCaaS, and network services"},"topic":{"slug":"ccaas","label":"CCaaS","description":"Contact center as a service: cloud contact center features, routing, and how it differs from UCaaS and on-prem.","schemaKind":null},"contributor":{"id":"ec39deab-44fe-48d8-9029-fefe993ab85a","slug":"answer-stack","displayName":"AnswerStack","websiteUrl":null},"snippet":"CCaaS is contact center software that a provider runs in the cloud and rents to you. The provider hosts and maintains the routing, queues, phone menus, recording and reporting, and you pay a subscription or a usage fee instead of buying and running that system yourself, while phones, headsets and the network stay with you. Prices are quoted per named user, per concurrent seat or per minute, so the unit has to be known before two prices can be compared.","url":"/q/what-is-ccaas-contact-center-as-a-service"}],"contributorStats":{"verifiedAnswers":149,"openDisputes":0},"schemaJson":{"@context":"https://schema.org","@type":"Question","name":"What is AI-powered agent assist?","text":"What is AI-powered agent assist?","url":"https://www.answerstack.io/q/what-is-ai-powered-agent-assist","answerCount":1,"datePublished":"2026-07-18T14:40:04.127","about":[{"@type":"Thing","name":"CCaaS"},{"@type":"Thing","name":"Telecommunications"}],"acceptedAnswer":{"@type":"Answer","text":"AI-powered agent assist is software that follows a live customer conversation and puts help on the human agent's screen while the conversation is still going. The help is usually a suggested reply, a link to the article that answers the question, a checklist for the procedure and a draft summary at the end. The suggestions go to the agent, and the agent decides what to send.","url":"https://www.answerstack.io/q/what-is-ai-powered-agent-assist","upvoteCount":0,"datePublished":"2026-07-18T14:40:04.127","dateModified":"2026-07-17T00:00:00","citation":[{"@type":"CreativeWork","name":"Contact Center AI Agent Assist for Chat is now in Public Preview","url":"https://cloud.google.com/blog/products/ai-machine-learning/contact-center-ai-agent-assist-for-chat-is-now-in-public-preview"},{"@type":"CreativeWork","name":"Agent Assist documentation","url":"https://docs.cloud.google.com/agent-assist/docs"},{"@type":"CreativeWork","name":"Amazon Q in Connect offers generative AI powered agent assistance in real-time","url":"https://aws.amazon.com/about-aws/whats-new/2023/11/amazon-q-connect-generative-ai-powered-agent-assistance-real-time/"},{"@type":"CreativeWork","name":"About Genesys Agent Copilot","url":"https://help.genesys.cloud/articles/about-genesys-agent-copilot/"},{"@type":"CreativeWork","name":"Agent Assist - AI Agent Assist - Real-Time Agent Assist","url":"https://www.five9.com/products/capabilities/agent-assist"},{"@type":"CreativeWork","name":"Real Time Agent Assist: Benefits & Challenges","url":"https://www.nice.com/ai-contact-center-platform/real-time-agent-assist"},{"@type":"CreativeWork","name":"How agent assist technology works in the contact center","url":"https://www.techtarget.com/searchcustomerexperience/tip/How-agent-assist-technology-works-in-the-contact-center"},{"@type":"CreativeWork","name":"The Evolving Role of AI in Customer Experience: Insights from Metrigy's 2024-25 Study","url":"https://www.metrigy.com/the-evolving-role-of-ai-in-customer-experience-insights-from-metrigys-2024-25-study/"},{"@type":"CreativeWork","name":"Generative AI at Work","url":"https://www.nber.org/papers/w31161"}]}}}