AgentAssist: AI Platform for Contact Centers
AgentAssist helps customer support teams and BPO companies analyze interactions and monitor compliance. It is designed to automate call summarization and quality scoring.
At a glance
- Category
- Customer Support
- Best for
- Customer support teams, BPO companies, Contact center managers, Quality assurance leads
- Pricing
- Pricing was not clearly available from the provided evidence. Buyers should confirm current pricing on the vendor website.
- Key use cases
- Quality Assurance Automation, Compliance and Risk Monitoring, Agent Performance Coaching, Customer Insight Extraction
- Official website
- agentassist.com
AgentAssist is a generative AI platform designed for contact centers to help manage customer interactions and agent performance. It focuses on turning voice and text conversations into data that managers can use for coaching and operational oversight.
The software is designed for customer support teams and business process outsourcing (BPO) companies. It provides tools to track customer sentiment, classify the reasons for calls, and support the quality assurance process using customizable scorecards.
Beyond analytics, the platform includes features that can prompt agents during calls and a case management system to flag potential fraud, risk, or compliance issues. This may help supervisors move from random call sampling to reviewing 100% of interactions.
Buyers should confirm how the platform integrates with their current telephony or CRM setup, as the provided evidence mentions omnichannel ingestion and APIs but does not list specific third-party software partners.
Key Features
Scores 100% of interactions using customizable scorecards and provides scoring rationale.
Includes a search engine with over 20 filters to extract trends and insights from transcribed conversations.
Provides contextual prompts to agents during live calls to support productivity.
Generates summaries of calls to reduce the need for manual post-call notes by agents.
Tracks customer emotions and how they trend throughout the duration of a call.
Flags specific calls and creates cases for review based on compliance, fraud, or risk alerts.
Use Cases
Using automated scorecards to evaluate all customer interactions instead of manual sampling.
Setting up alerts and notifications to identify and review calls related to fraud or regulatory policies.
Conducting 1:1 coaching sessions using data from the agent portal and interaction analytics.
Analyzing call classifications to understand the primary reasons customers are contacting the support center.
Best For
Pricing
Pricing was not clearly available from the provided evidence. Buyers should confirm current pricing on the vendor website.
FAQ
It uses generative AI to provide conversation analytics, automated QA scoring for 100% of calls, real-time agent prompts, and automated call summarization.
The platform is designed for customer support teams, contact centers, and BPO companies.
Yes, it includes features for risk and compliance mitigation, such as alerts, notifications, and a case management system for reviewing flagged calls.
Source category: Customer Support
Source subcategory: AI Assistant
