Agent Assist

Agent Assist Overview

Agent Assist (AA) is a real-time support tool that enhances agent performance during customer interactions by providing dynamic suggestions, automated actions, and contextual knowledge search. It is designed to reduce agent cognitive load, shorten response times, and ensure consistency across all conversations.

AA operates as an extension of the OCP platform, integrating Natural Language Understanding (NLU) models, orchestrator flows, and knowledge base resources to support voice or chat interactions in real time.

The core functionality includes:

• Live transcript monitoring: Continuously processes the active conversation.

• Intent-based response suggestions: Uses trained models to detect customer intent and suggest responses or actions.

• Knowledge search: Retrieves relevant knowledge base content based on detected keywords or context.

• Agent Widget integration: Provides a responsive, UI-based interface within supported CCaaS platforms (e.g., NICE CXone, GENESYS).

Agent Assist is deployed as a widget integrated in the agent desktop and configured through AA Profiles in OCP Console.

Agent Assist Features

• Profiling
  The Business Logic is reflected on Business Flows consisting of sequences of steps that an Agent has to follow to help Customers. Business Flows can be designed with the assistance of Orchestrator.

• Intent Detection and Routing
  Detects user intent using integrated NLU models. Each intent routes to a corresponding Business Flow, enabling real-time suggestions, API calls, or knowledge queries.

• Knowledge Base Search
  Performs real-time knowledge base searches triggered by customer input. Retrieves and displays responses through Retrieval Augmented Generation (RAG), based on data and Business Logic provided by the Client

• Live Transcript Monitoring
  Displays the dialog evolution of the ongoing conversation through real-time transcription.

• Next Best action
  This indicates a suggestion for the agent regarding the next action item and a summary of completed actions, presented in a panel that illustrates the complete business flow. Once a suggested question to the Agent is answered by the Customer, it appears as fulfilled in the Business Flow displayed. When all questions are answered by the Caller, a suggested announcement representative of the outcome of this short discussion is being displayed.

• Streamlined Console Configuration
  Manage all settings, including Domain, Locale, Group, NLU and ASR model and Business Flows directly in OCP Console,

• Call Summarization
  This service summarizes the conversation between the caller and agent immediately after the call ends.

CCaaS Integrations

• NICE CXone
  Embeds Agent Assist in the NICE Agent Assist Hub. Uses NICE-specific APIs for streaming and UI rendering. Support for other CCaaS platforms is planned in future versions.

• GENESYS Pure Cloud
  Through the Audiohook integration, Genesys Cloud Developer Center, we receive the audio from both channels (Agent and Caller).