AI Agent Assist is an innovative, purpose-built AI solution designed to supercharge your workforce by reducing costs and empowering employees with advanced tools. It streamlines tasks, minimises repetitive work, and provides instant access to crucial knowledge. Tailored for both agents and supervisors, this collaborative solution offers real-time, conversational knowledge, on-demand guidance,
and seamless task automation — enabling teams to work smarter, not harder. Harnessing the power of AI, it transforms supervisors into strategic leaders by prioritising real-time, proactive insights that drive meaningful business outcomes. With enriched contextual data and holistic recommendations, AI Agent Assist redefines the supervisor’s role—evolving from operations taskmaster to organisational strategist.
For your agents
Knowledge for your workforce
The right response at the right time
- Provides automatic, proactive prompting of content-specific knowledge articles
- Knows the optimal ways to resolve issues and how to use the tools integrated into your system
- Provide one source of truth, including interaction summaries for the entire customer relationship
Super-human agents
Simplify the agent experience
- Agents can easily navigate multiple systems and channels.
- Makes every CX employee an informed, guided, and powerful super-employee.
- Advanced tools that promote efficient work and augment the agent experience
Guided success from supervisors
Balance great CX with operational efficiency
- Smarter guided interactions and AI-driven coaching to improve the overall agent and consumer experiences.
- Proactive alerts for areas that need a supervisor attention for better visibility and preparedness.
- AI-driven tools for supervisors that offload repetitive tasks and provide better insights for better decisions.
Key features
- Centralized AI assistance for employees
- Integrated into the entire Nice CXone Suite
- On-demand behavioural guidance for agents
- Access to full context: intent, sentiment and history
Benefits
Benefits- Increase agent efficiency
- Fewer repetitive tasks for agents
- Increase supervisor breadth of control
- Increase agent satisfaction and engagement
For your supervisors
Empower Supervisors For CX Success
Deliver both excellent interactions and operational efficiency
- Shift from reactive to proactive leadership with real-time data and alerts for seamless customer interactions
- Discover insights effortlessly through conversational AI, making data review more natural and streamlined
- Expand supervisor agency with role-specific goals alongside teamwide KPIs
Elevate Supervisor Capabilities With Precision AI
Innovative technology enables forward-thinking leadership
- Enhance the methods and speed at which supervisors provide guidance to agents
- Automate insights on trends, patterns, and risks affecting the team’s tracked KPIs over time
- Boost performance by offloading time-consuming and repetitive tasks, enabling supervisors to focus on valuable training and team building
Agile CX For Greater Organisational Impact
Proactively pair operations and strategy to meet KPIs and wow customers
- Gain vital context on emerging trends to swiftly prevent potential issue escalation
- Connect agent and customer insights with organisational goals
- Align strategic goals, KPIs, and operational tactics with real-time, AI-backed insights
Key features
- Detailed, accurate, and personalised data, immediately.
- Improved reaction time and time to resolution.
- Real-time customer interaction insights.
- Immediate agent guidance and training.
- Automation of repetitive, time-consuming tasks.
Benefits
- Provide superior CX using contextual, urgent alerts.
- Increase supervisors’ availability to coach agents.
- Improve supervisor retention and job satisfaction.
- Onboard new agents quickly with generative AI.
- Tap into supervisors’ full CX expertise.
