Empowering Call Centres with Real-time AI Agent Assist

ID Cloud Agent Assist is a state-of-the-art productivity tool that increases the ability of your contact center agents to provide faster, smarter, and more personalized customer service. With the power of AI and NLP (Natural Language Processing), it listens, understands, and assists your team members in real-time during a call. Whether it's answering a customer query, adhering to scripts, or pulling information from different systems, the real-time agent assist tool does all the work in the background to improve the efficiency of your contact center agents.

Overview

Agent Assist gives agents real-time guidance to enable them to respond smarter, faster, and resolve every call right the first time.

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Key Features and Capabilities of AI Agent Assist

  • Real-Time Call & Chat Monitoring: This AI tool listens to customer conversations in real time and supports agents. It surfaces helpful recommendations, suggests next best actions, and instantly pulls relevant knowledge articles—right on the agent’s screen during every call or chat.
  • Smart Script Guidance: Call center agent assist provides smart call scripts relevant to the conversation flow, thus ensuring compliance and consistency in every interaction.
  • Knowledge Base Suggestions: Pull out the most relevant knowledge-base articles immediately from internal sources, CRMs or even external databases.
  • CRM Integration: Quick access to a customer’s profile and interaction history with seamless syncing to CRMs (Zoho, Salesforce,Freshdesk etc.).
  • Automated Data Entry & Notes: Agent Assist automatically notes down your most crucial conversation points, minimizing the amount of time your agents need to spend on after-call work and other tasks.
  • Sentiment Analysis: Identifies the sentiment of a customer with real-time transcription, and helps agents to modify their tone and response tactics as needed.
  • Multilingual Support: Provides assistance across most Indian and International languages- Well-suited for regional and global contact centres.

Benefits

“Empower agents, enhance CX, and streamline operations with real-time intelligence and smart automation.”
Unlock the full potential of your contact center agents with real-time guidance, automation, and actionable insights. ID Cloud Agent Assist is designed to drive measurable improvements across productivity, customer satisfaction, and operational efficiency.

Decrease Average Handling Time (AHT)
With relevant suggestions, ready to use responses and fast access to right information, agent assist helps lower the amount of time agents spend searching hunting for or figuring what to say thus getting them to resolve things quickly.
Increase First Call Resolution (FCR)

Context-aware guidance, accurate prompts, and CRM-integrated insights empower agents to resolve most queries in a single interaction, boosting customer satisfaction and cutting down on repeat calls.

Accelerate New Agent On boarding
Guided scripts and contextual prompts makes even freshers or less experienced agents feel like experts and gives them a confidence boost. This lowers the cost of training and new agents become productive more quickly.
Ensure Script Adherence & Quality
Dynamic script prompts help agents stay true to pre-approved scripts, comply with regulatory requirements and convey the branding brand messages, mitigating risk and increasing compliance.
Enhance Customer Experience (CX)

Your customers get faster, more accurate and consistent answers. Sentiment analysis helps agents in tone matching and interaction personalization that results in improved customer engagement.

Reduce After-Call Work (ACW)
All calls are automatically summarised, data is captured, and important points are noted, decreasing the need for manual post-call documentation. This improves data accuracy and saves agents’ manual efforts and time.
Enhance Agent Confidence
Agents don’t have to do any guesswork, and they get real-time guidance with AI agent assist. This increases their confidence, makes them more productive, leading to higher job satisfaction and retention.
Support All Channels & Teams
Whether your contact centre agents are interacting with customers through voice, chat, email, WhatsApp or social media, AI assistance is available to them across channels. It is applicable for all agent whether they are working from office or working remotely.
Actionable Insights for Managers

With comprehensive data metrics available to the, supervisors have better visibility into agent performance, knowledge gaps and repeated issues faced by customers. This enables them to redefine their strategies for training and streamlining processes.

Prepare for the future with AI

Powered by continuous learning and advanced NLP, agent assist improves as business evolves, keeping pace with changing customer expectations and contact centre industry needs.

How It Works

ID Cloud agent assist platform works silently in the background to support agents during live customer interactions by leveraging AI, NLP, and real-time data processing.

Listens & Understands in Real Time

The agent-customer voice or chat conversation is listened to in real time. Then it uses natural language processing (NLP) to comprehend it for context, intent and sentiment analysis.

Analyzes Customer Queries

The AI engine analyses customers’ expressions and words, then understands whether it’s a request, complaint, or inquiry and then guides agents to provide the right information and also suggest next best action.

Real-time Guidance to Agents

Agent Assist provides contextual recommendations during live interactions, including next-best actions, relevant knowledge base content, and dynamic call scripts tailored to each scenario. Integrated CRM insights offer complete customer context, while built-in alerts help ensure compliance and timely escalation.

Captures Key Insights Automatically:

With auto call summarization, all key points are noted and after call work is automatically taken care of. This saves agents valuable time and helps ensure nothing important is missed.

Continuously Learns & Improves

Using the power of machine learning, the system gets better with each interaction, driving more accurate recommendations and positive business outcomes over time.

Use Cases

Boost agent productivity and customer satisfaction with intelligent, real-time guidance across every interaction

Inbound Customer Support (Voice & Chat)

Agents handling Customer support executive get real-time prompts while handling incoming calls and chat queries . AI gives suggestions from the knowledge base and customer interaction history populates from CRM. This enables agents to provide resolutions instantly and reduce call handling time, especially in high-volume sectors like telecom, utilities, and retail.

Sales & Lead Conversion (Outbound Calling)

During sales calls, AI agent assist suggests relevant product information, tailored sales pitches, and next-best actions based on customer profile and historical data, which assist sales agents in cross-selling, upselling, and lead conversions.

Customer Onboarding & KYC Verification

In industries such as banking, insurance, and Edtech, agents are guided through structured onboarding scripts. Contact center agent assist ensures all necessary information is gathered with minimal repetition and customer drop-off.

Collections & Payment Reminder Calling

In payment reminder or debt collection calls, the system suggests call handling scripts, payment history, and response templates, thus increasing the efficiency of collections and ensuring that the agents are compliant and courteous.

Helpdesk Operations in BFSI & Healthcare

Agents handling transactions or queries having sensitive information are assisted by scripts that are compliance-oriented, with access to FAQs and customer information. Real-time notifications for any deviations ensure regulatory compliance and minimize the possibility of human mistakes.

AI agent assist empowers your agents with real-time guidance so they always know the next-best action. Call now to learn more.

Contact Us

Intelligent Contact Center Agent Assist for intelligent conversations - fuelling productivity and customer trust

Empowering agents with the right tools isn’t just nice to have anymore- it is essential. ID Cloud agent assist combines the benefits of leveraging AI, smart automation, and real-time data analysis to enable agents to perform at the best of their abilities and enhance customer experience. Whether you’re running a huge contact center or having a small customer service team, our call center software is adaptable and dynamic to fit your organization’s needs. Looking to boost your agents’ productivity and drive more conversion, partner with Teckinfo to future-proof your customer interactions with conversation intelligence that works—right when your agents need it.
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    See Frequently Asked Questions

    What is Agent Assist?
    It is an AI-powered tool that supports contact center agents in real-time by providing relevant information, smart suggestions, and workflow guidance during customer interactions via voice or chat, email etc.

    No. ID Cloud Agent Assist supports both voice and digital channels including live chat, email, and WhatsApp, making it suitable for multi-channel contact centre environments.

    Yes. It supports multilingual inputs and outputs, including major Indian and international languages, enabling regional language support in multilingual contact centres.

    Yes. Our contact agent assist tool integrates seamlessly with leading CRMs such as Zoho, Salesforce, Freshdesk, LeadSquared, and others via open APIs and ready connectors.

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