Agent Assist
Increase agent productivity with real-time decision support, case summarization, and next-best-action recommendations.
Improve customer satisfaction
Provide accurate, contextual & personalized responses that reduce resolution times and increase customer satisfaction.
Boost agent productivity
Eliminate agents’ manual tasks with auto-case summarization, recommended next-best actions, and seamless collaboration between agents and AI.
Cut support costs
Get proactive issue alerts and autonomous resolutions by seamlessly orchestrating processes in real-time to reduce mean time to resolution (MTTR).
The expert your agent needs,
exactly when they need it
Aisera Agent Assist is embedded in SaaS apps like ServiceNow and Salesforce to deliver real-
time support and recommended actions, eliminating the need for agents to leave the
ticketing system to perform actions or search for answers across different sources.
Agents get the right answers any time and every time
Learn more
Automate everyday tasks
and get more done
Case identification
Intelligent swarming
Knowledge generation
Streamline ticket creation and management with Aisera Agent Assist, using automated workflows for seamless triaging, auto-populated fields, and intelligent routing – all within the embedded agent interface.
Analyze ticket content and automatically identify cases that require cross-departmental collaborations and create swarm channels in conversational tools like Microsoft Teams, Slack, Webex, and more to boost resolution efficiency.
Automatically generate knowledge articles from agent actions with AI agents. When no matching article exists, save new articles to the knowledge base, ensuring faster and more accurate ticket resolution for similar issues in the future.
Empower agents to resolve the next case – faster and smarter
Case
summarization
Auto-generate real-time summaries of reported issues, actions taken, and resolutions based on case details.
Case
wrap-up
Create detailed reports that document all troubleshooting steps and implemented solutions, giving agents clear case histories to accelerate resolution and support future escalations.
Agent Assist FAQs
What does Agent Assist mean?
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.
How does Agent Assist work?
Agent Assist 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.
What is an example of Agent Assist?
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.
What are the benefits of using Agent Assist?
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.
