What is AI agent assist?
AI agent assist is software that listens to or reads an active customer interaction and gives a human agent real-time, context-aware guidance such as answers, policy citations, summaries, next actions, or compliance prompts.
In practical terms
Unlike a virtual agent, agent assist does not replace the human agent. It augments the employee while the interaction is in progress. A production implementation should keep the source of each recommendation visible, apply confidence and policy controls, and make it clear when the agent must use judgment rather than accept a suggestion automatically.