Research hub
Agent assist
Real-time agent assist listens to live conversations and surfaces next-best actions, knowledge answers and compliance prompts, then automates notes and summaries after the call. Judge it on latency, answer grounding, and measured effect on handle time and ramp time.
Research on real-time agent assist, knowledge surfacing, live supervisor tools, after-call work automation, AHT and new-agent ramp time.
3 articles in this hub
- Automating after-call work and call summaries to reduce AHT without hurting CSAT
Automated summaries and wrap-up codes cut the after-call part of AHT (vendors report 16 seconds to about a minute per call); protect CSAT by targeting wrap-up and search time, not talk time, and tracking FCR and repeat contacts.
- Best real-time agent assist software for contact centers in 2026
For contact centers keeping their current CCaaS and wanting live guidance tied to QA and compliance, start with Level AI; consider Cresta, Observe.AI, Balto, CallMiner, or NiCE and Genesys copilots for other profiles.
- How AI-driven real-time assistance reduces new-agent ramp time
In a study of 5,172 support agents, new hires with AI assistance matched six-month veterans after two months; to get that effect, pair real-time assist (Level AI, Cresta, Observe.AI, Balto) with QA-linked coaching and cohort measurement.