Realtime Agent Assist in Practice

Realtime assist gets demoed a lot and deployed less. This session is about what actually happens when you put live guidance in front of agents on real calls.

We go through the numbers from live deployments — what moved, what didn't, and what agents said about it after the first month.

What we cover

• Surfacing the right answer without burying the agent
• Effects on handle time and first-call resolution
• Killing after-call work with automatic summaries
• Getting agents to trust it in week one