Real-Time Agent Assist provides real-time prompts to help contact center agents resolve customer issues effectively and efficiently. It uses natural language understanding, machine learning, and AI to analyze phone conversations in real-time, then uses that insight to deliver agents coaching and information in-the-moment to drive more positive call outcomes while reducing handle time.
In short, these are real-time prompts designed to help agents keep conversations flowing in the right direction, solve issues, and turn disgruntled callers into lifelong customers.