Agent Copilot
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REAL-TIME AGENT ASSIST
Set the standard for consistent, winning agent behaviors
Real-time Agent Assist empowers your agents with in-the-moment guidance and coaching to ensure they follow your processes, adhere to compliance mandates, and deliver seamless customer and sales experiences.
Proven impact across 350+ enterprises
23%
reduction in AHT
10%
uplift in conversions
13%
increase in revenue
97%
improvement in compliance monitoring
Experience the impact across your contact center
Drive More Sales
Follow winning scripts, objection-handling prompts, and upsell reminders to increase conversions.
Reduce Compliance Risk
Activate real-time script adherence checks and disclosure statement reminders.
Improve Customer Experience
Leverage sentiment analysis, next best actions, and live supervisor monitoring to assist customers.
Agent Assist for customer service
Increase Operational Efficiency
Use real-time assist tools to improve productivity, time to proficiency, and retention while optimizing costs.
AGENT ASSIST
Put your agents on the right track
Intelligent handoffs
Empower your agents to seamlessly continue conversations during AI agent transfers with context-rich summaries that move customers forward, instead of starting over.
Discover VoiceAI Agents
Smart scripts
Give agents a visual checklist during each conversation to help them follow your processes and provide positive reinforcement.
Alerts & prompts
Configure AI-powered visual alerts to help agents course correct hold times, negative sentiments, and overtalking. Create dynamic prompts that automatically surface supportive information and scripts based on conversation context.
Supervisor assist
Give supervisors a 360-degree view of all active conversations with AI-powered contextual details and help them identify challenging customer interactions that require assistance.
Experience designer
Easily customize out-of-the-box real-time assist elements based on your individual agent's performance needs. Before deployment, test for expected agent experience via simulations with historical data.
Real-time AI ecosystem
Maximize real-time agent assist impact
Knowledge AI
Empower agents with access to business critical information by centralizing your knowledge base information with GenAI search capability.
Discover knowledge AI
Summarization AI
Automate after-call work with automatic call summarization, formatting, and system routing.
Discover summarization AI
What They Say
Proven technology trusted by 350+ customers
Since gaining visibility into these common issues, we’ve developed prompts, training, and guidance for our agents to approach these conversations with the material and confidence they need right when they need it. Agents are now well-equipped with the tools they need in real time to handle objections and escalations appropriately. As a result, efficiency has increased, along with customer satisfaction."
Director of QA
Leading Financial Technology Company
The depth of insights we’re now receiving from Observe.AI is invaluable. Through comprehensive assessment, we’re able to provide precise coaching to enhance performance.”
Matthew Fishbein
Director of Client Operations
Cox Automotive
Observe.AI’s Conversation Intelligence Platform has become invaluable not only for understanding customer interactions, but also for gaining marketing and product insights.”
Ryan Moore
VP, Customer Operations
DailyPay
By using Observe.AI, we can identify and validate calls and have a more targeted pool for evaluation.”
Jon Reynel Lumongsod
Global Head of Speech Analytics
ServiceFirst
Our partnership with Observe.AI strengthens our ability to operate efficiently and positions us for success in navigating the complexities of the healthcare industry.”
Mitch Mann
Vice President for Member Services
MaxorPlus
Observe.AI’s LLM empowers us to engage members with precise data about their care while enabling empathetic and personalized experiences.”
Ardie Sameti
Sr. Director AI & Automation
Accolade
Observe.AI helped guide us to make significant changes, including automating our QA process using Auto QA.”
Emmanuel Noyola
Director of Patient Services
Affordable Care
Observe.AI has become a part of every facet of our business. Whenever somebody wants to know what our customers are talking about, I’m able to look it up.”
Ken Fausel
Director of Customer Service
Auto QA has brought my team a new level of confidence. Before, we made decisions based on hunches. Today, we make decisions based on statistically significant conversation data.“
Marlon Pacheco
Director of Training & QA
Historically, JK Moving only grew at 10% YoY. But in two years, after implementing Observe.AI, we hit an overall growth rate of 74%!"
Ken Cohen
SVP Business Development
JK Moving Services
“We’ve seen a decrease in AHT due to real-time agent assist’s ability to help guide our agents through the call, keeping them from wandering off script, ensuring that our agents are handling calls appropriately and as quickly as possible.”
Jimi Degliumberto
COO/CIO
Verida Inc.
Resources
Let’s dive deeper
• 5 min
Real-Time Agent Assist and Copilot Solutions: A Growing Priority for Customer Experience Leaders