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The Agent Assist tab opens the Agent Assist tool.
Agent Assist 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.
This tool 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.
For more information on how to use Agent Assist, go to the Agent Assist User Guide.