Imagine it’s a typical day as a customer service agent. The phone’s buzzing, chat notifications are popping up, and you’re juggling multiple inquiries—all while trying to find the right answers quickly.
Maybe someone’s asking a complex question about a product or a billing issue, and you’re digging through help articles, tabs, and past notes to get them the answer they need, without keeping them waiting too long.
Now, picture having an AI-powered sidekick working alongside you, listening to the conversation, and suggesting responses in real-time. Instead of searching for information, you’re getting smart prompts that guide you on the next best steps or even highlight answers to tricky questions. This is Agent Assist—a technology designed to make customer service faster, smoother, and much less stressful for teams.
It’s not about replacing the human touch (as we often hear it) but about enhancing it with the latest conversational AI technology, so agents can spend more time connecting with customers and less time on tedious searches.
What is Agent Assist?
Agent Assist is a game-changer for agents who handle high volumes of customer interactions daily. At its core, Agent Assist is like having an extra brain in the room, ready to provide answers, offer guidance, and reduce the cognitive load that agents face.
Think of it as a “second pair of hands” for customer service agents. The AI behind real time agent assist listens to conversations in real-time and interprets what the customer is asking. It then pulls up relevant information, suggests answers, or highlights potential next steps for the agent to consider. This means agents can stay focused on the customer instead of multitasking with endless searches, speeding up resolution times and making the whole experience smoother for everyone.
The true value of Agent Assist lies in this seamless support, empowering agents to feel more confident in their responses and less bogged down by repetitive tasks. For agents handling complex or technical queries—like billing adjustments or product troubleshooting—Agent Assist can instantly provide background details or even step-by-step guides, making it far easier to keep the conversation flowing.
For instance, a customer might call with a question about a billing error. Instead of the agent manually digging into each previous transaction or toggling between different tabs, Agent Assist can present a concise summary of recent transactions or suggest a response template for common billing issues. This real-time support doesn’t just save time; it helps agents provide a more personalized experience, addressing customer issues promptly and accurately.
Behind the Scenes
Agent Assist feels almost magical from an agent’s perspective, but there’s a sophisticated process behind the curtain making it all happen. At its heart, Agent Assist uses a combination of natural language processing (NLP) and machine learning to understand customer inquiries in real time. It “listens” to what the customer is saying (or typing) and interprets the intent behind the question, enabling it to suggest the most relevant information or response.
The moment a customer contacts support, Agent Assist gets to work. If a customer asks a question about, say, account security, the conversational AI solution recognizes keywords and phrases related to security concerns, triggering a response path specifically tailored to that topic. The AI then presents the agent with useful resources, such as recent account activity, common security troubleshooting steps, or even a summary of the customer’s past support interactions. This all happens within seconds, allowing the agent to stay engaged in the conversation and respond quickly with accurate information.
What’s more, Agent Assist continually learns and adapts over time. As agents select or adjust AI-suggested responses, the system picks up on these preferences, improving its recommendations for future conversations. It’s like having a proactive assistant that not only understands common issues but also gets better at anticipating what each agent and customer might need next.
Let’s say the customer’s concern shifts mid-conversation—from account security to updating personal information. Agent Assist can seamlessly pivot, recognizing the change in topic and presenting relevant resources. This flexibility is particularly valuable for agents managing complex or evolving inquiries, as it allows them to handle a wide range of questions with ease, without ever breaking the flow of the conversation.
With this real-time support, agents no longer feel like they’re scrambling for answers; instead, they’re empowered to guide the conversation confidently, knowing that Agent Assist has their back.
Impactful Agent Assist with boost.ai
So how can companies set up Agent Assist without overhauling their systems?
That’s where boost.ai steps in, making it remarkably easy for businesses to get started with Agent Assist and see real impact. Our conversational AI platform is designed to integrate smoothly with existing CRM systems, so there’s no need for complicated tech changes. From setup to customization, boost.ai ensures that Agent Assist aligns with each organization’s specific needs and workflows.
What’s particularly impressive about boost.ai is its flexibility to handle diverse customer service challenges. For example, Norway’s largest financial services group, DNB, deployed an AI assistant named Juno, powered by boost.ai, to assist both customers and human agents.
Juno provides DNB’s agents with real-time, intelligent support, offering relevant answers to common inquiries and helping guide conversations on complex banking issues.
The result? DNB saw a significant boost in agent efficiency and customer satisfaction. By handling thousands of customer inquiries, Juno reduces the load on human agents, enabling them to focus on high-value interactions and providing a more personalized experience for customers. Read more about DNB customer success story here!
Another great example of boost.ai’s transformative impact is seen with MSU Federal Credit Union in the U.S. They used boost.ai’s conversational AI to automate up to 15,000 internal interactions per month.
For MSU, Agent Assist has become invaluable in supporting internal teams—whether it’s handling routine requests, providing quick access to policies, or answering employee questions. This automation not only saves MSU’s staff hours of work but also ensures that agents have the information they need instantly, which has a direct positive impact on customer-facing interactions as well. Read more about MSUFCU customer success story here!
boost.ai’s platform is built to scale with the business, whether it’s a local credit union, an insurance company or even a local public service!
In today’s fast-paced customer service world, Agent Assist is the intelligent partner that empowers agents to work more efficiently and connect with customers in a meaningful way.
With boost.ai, integrating this AI-powered support is easier than ever, bringing real results for both agents and customers. Ready to transform your customer service with the power of Agent Assist? Discover boost.ai’s Agent Assist solution here.
