AI Agent Assist AI Coaching: Real-Time Call Guidance

Agent Assist is an AI-powered technology that supports employees while they are speaking with prospects or customers. Rather than taking over the conversation, it works alongside the agent by analysing what is being said and providing relevant guidance, information, or suggested responses.

The aim is to help teams handle conversations more confidently and efficiently, while keeping the human agent in control of the interaction.

AI can act as a conversational co-pilot during live interactions. It follows the discussion, identifies relevant context and provides guidance while the call is taking place.

For example, it can surface useful talking points, recommend ways to handle objections, suggest suitable responses and help agents keep the conversation moving. This can be particularly useful when an employee encounters an unfamiliar question or a more complex sales situation.

AI can provide agents with information from the organisation's knowledge base without requiring them to leave the conversation.

Depending on the information available, this might include product details, pricing, competitor information, previous interactions or other relevant resources. Providing this context during the call helps agents answer questions more accurately without having to search through several tools while speaking to the customer.

Yes. Businesses can adapt the information used by Agent Assist to reflect their own products, processes and communication standards.

Relevant knowledge sources can be imported into Empower so that the guidance given to agents is based on information specific to the organisation. This allows businesses to align AI assistance with their sales approach, internal knowledge and preferred way of communicating with customers.

AI-powered coaching and agent assistance can be used with widely adopted business video conferencing platforms, including Google Meet, Microsoft Teams and Zoom.

Users can access the functionality through a Chrome extension, avoiding the need for a complicated installation or additional desktop software.

AI-powered agent assistance can support teams in several ways:

• Provide contextual guidance while conversations are taking place.
• Give agents rapid access to relevant company information.
• Reduce the need to search for answers during meetings or calls.
• Help new employees become more confident more quickly.
• Reinforce training through guidance delivered during real conversations.
• Help teams maintain a more consistent standard of communication.
• Contribute to a smoother customer experience.

By embedding guidance directly into day-to-day conversations, AI can make coaching part of the employee's normal workflow rather than a separate activity.

The AI analyses the context of the ongoing conversation and displays recommendations that are relevant to what is being discussed.

These recommendations might include objection-handling suggestions, product information, sales arguments or suitable wording for a particular situation. The objective is to provide useful assistance at the point when the agent needs it, without interrupting the conversation.

Yes. Agent Assist can provide additional support to new hires while they are handling real calls.

Instead of relying solely on training sessions before speaking with customers, new employees can receive contextual guidance during conversations. This helps them put their training into practice and build confidence as they gain experience.

Agent Assist is particularly relevant for sales teams, customer service departments and professionals who regularly handle important conversations with customers or prospects.

It can support employees who need quick access to information, help them remain focused during calls and provide additional guidance when conversations become more complex.

AI can support sales performance by helping representatives respond more confidently and access relevant information more quickly.

Real-time guidance can reduce hesitation, improve objection handling and help sales representatives keep conversations focused on the prospect's needs. The human representative remains responsible for the conversation and the final decision on how to respond.

Users can install the Chrome extension and connect it to a supported video conferencing platform such as Google Meet, Microsoft Teams or Zoom.

Businesses that want to see the functionality in practice can also request a personalised demo.