Your agents bring the empathy.
Assist brings the guidance.
Put relevant policy, suggested replies and summaries beside the conversation. Let the agent focus on the person, not the search.
C
CallerAppeals enquiry
IN THE CONVERSATION
“I want to appeal. What information should I include?”
VOICE TRANSCRIPT
The question arrives while the agent is helping the caller.
acxAssistAgent-only support
RELEVANT GUIDANCE
The answer is within reach.
Include your case reference and reason for review. Check the filing requirements and deadline in your notice.
SUPPORTING SOURCEAppeal submission guide
The agent checks the source and decides what to say.Filing checklist · Sample policy
A QUIET REMINDER
Catch the detail before the call ends.
Review the required disclosure language before closing the conversation.
→
A nudge for the agent, without interrupting the caller.Confirm the next step
Explain the action, owner and expected follow-up.
AFTER THE CONVERSATION
Keep the useful context.
- Reason for contact
- Help preparing an appeal
- Guidance discussed
- Case reference, reason for review and notice requirements
- For agent review
- Confirm the agreed next step before saving the summary
A BETTER NEXT CALL
Turn the moment into coaching.
Give the supervisor a focused starting point for review.
Coaching focus
Configured QA criteria guide the review. The supervisor makes the assessment.Was the caller clear on what to do next?
Discuss the closing with the agent.An illustrative call, not a product screenshot. Select a moment or play the workflow.
Your conversations · Your approved guidance · Your team
Start by reviewing the agent workspace and the connections your environment requires.LESS SEARCHING. MORE LISTENING.
The caller needs
your agent.
Not another hold.
A difficult question can send an agent searching through several systems while the caller waits.
Assist brings relevant guidance into the moment: an approved playbook, a source-backed suggestion or a reminder the agent can act on. The response still belongs to the person having the conversation.
Looking for customer-facing AI? Meet Virtual Assistant →APPROVED PLAYBOOK✓
How do I submit
an appeal?
Filing instructions
Source references
Required disclosures
LET YOUR BEST ANSWERS TRAVEL
Teach it once.
Keep your team aligned.
Give recurring questions a consistent response with versioned playbooks. When a retrieved answer keeps proving useful, Assist can suggest it as a playbook candidate.
Your team reviews and approves the guidance before it becomes part of the shared playbook.
Explore the AdaptCX platform →THE DETAILS THAT MATTER
Helpful to agents.
Reviewable by your team.
Can agents check the source?+
Suggested guidance carries supporting source material so the agent can inspect it before responding. Your approved content and retrieval approach are part of the implementation.
What about sensitive information?+
Before implementation, confirm which transcript details must be masked, who can access them and how long records should be retained. Validate those controls against your requirements.
Does Assist replace supervisor judgment?+
No. Auto-QA flags interactions against configured criteria and provides a starting point for coaching. Supervisors review the findings and decide what action is appropriate.
What should we test in a demo?+
Use questions your agents actually handle, including an unclear policy and a required disclosure. Check relevance, source accuracy, timing and how the guidance fits the agent’s workspace.
