Agent Assist

Call audio and knowledge bases generate real-time summaries and guidance to improve agent call handling efficiency.

Business impact

• 40% reduction in escalation rates — AI assistance helps agents resolve issues without escalating to supervisors
• 11-23% reduction in average handle time — Real-time AI guidance and summarization speed up call processing
• 75% reduction in queue abandonment rate — Faster resolutions and better support reduce customer drop-offs
• Equivalent to 5,000 FTE workers automated — AI handles routine tasks, augmenting agent capacity significantly
• Up to $100 million projected savings — Efficiency gains and reduced operational costs drive substantial financial benefits

Data requirements

• Call audio and transcripts (Audio) — Used for real-time transcription, sentiment analysis, and summarization
• Internal knowledge bases and policy documents (Text) — Provide verified information for AI to reference during calls
• Customer interaction logs and CRM data (Structured) — Contextualize conversations and personalize agent recommendations
• Agent performance metrics (Numeric) — Used to tailor coaching and identify improvement areas

AI methods and techniques

• Agentic AI — Delivers real-time coaching and next-best-action guidance to agents during calls
• Generative AI — Generates call summaries, smart replies, and contextual recommendations
• Predictive AI — Anticipates customer needs and suggests relevant solutions proactively

AI models and model families

Gemini 1.5 Flash, GPT-4o, Cresta proprietary models, OpenAI ChatGPT Enterprise

Industries

Real-world evidence

7 documented case studies on record.

Companies using this: Hillsborough County Water Resources Department, Humana, IMA Ibérica, Mihup.ai, TTEC, Target, You Tube.