What Is Agent Assist? 

In a contact center, Agent Assist refers to technology designed to deliver automated support and assistance to customer service representatives. Agent Assist technology relies on machine learning (ML) and artificial intelligence (AI) and is embedded within contact center software. This intelligent technology is activated when agents interact with customers, helping improve agent performance by delivering real-time guidance, sentiment analysis, call transcripts and summaries, recommendations, knowledge-based articles, and performance insights.