Aisera Agent Assist

Agent Assist refers to AI-powered tools that support human agents during customer service or IT support interactions. Instead of agents performing manual work, it helps them by providing relevant information, suggestions, and workflows in real time. The goal is to improve speed, accuracy, and the overall quality of the interaction.

It works by analyzing the conversation as it happens – through voice, chat, or ticket context – and then using AI models to determine the intent behind the request. Based on this understanding, it surfaces knowledge articles, recommended actions, and automated workflows to resolve the issue faster. It continuously learns from historical conversations to improve recommendations and become more context-aware over time.

A common example is when a support agent gets a real-time suggestion fixing a SSO sync issue, along with validated troubleshooting steps and a guided workflow to execute the action. Another example is when the system automatically surfaces relevant CRM data, user history, or billing information based on what the customer is asking. These AI recommendations help agents respond confidently and resolve issues more efficiently.

Agent Assist reduces the time it takes to resolve issues by giving agents the right answers instantly, without manual searching. It improves accuracy by standardizing the information agents provide, which leads to better customer satisfaction. Additionally, it reduces training time for new agents, helps handle higher ticket volumes, and improves agent productivity and confidence.