Agent Assist
Agent assist is AI technology that provides real-time suggestions, relevant knowledge articles, and automated actions to human support agents during customer interactions, improving speed and accuracy.
In Depth
Agent assist occupies the middle ground between fully manual support and fully autonomous AI agents. Instead of replacing human agents, it augments them — acting as an AI copilot that listens to conversations and provides contextual help. Features include real-time response suggestions (the AI drafts a reply the agent can edit and send), automatic knowledge retrieval (surfacing relevant help articles as the conversation progresses), sentiment detection (alerting when a customer is becoming frustrated), next-best-action recommendations, and auto-fill for common fields and forms.
Agent assist reduces average handle time by 20-40% and improves consistency because agents have the right information at their fingertips. It also accelerates onboarding: new agents perform like veterans when AI guides them through processes. GuruSup offers agent assist as part of its platform, ensuring that the cases which do reach human agents are handled with AI-powered support for maximum efficiency.
Related Terms
AI Agent
An AI agent is an autonomous software entity that perceives its environment, makes decisions, and takes actions to achieve specific goals without continuous human intervention.
Average Handle Time (AHT)
Average handle time (AHT) is the mean duration of a customer support interaction from start to finish, including talk time, hold time, and any after-call work required to resolve the issue.
Knowledge Base
A knowledge base is a centralized repository of information — articles, FAQs, policies, documentation — that AI agents and customers can access to find answers to questions and resolve issues.
Learn More
