Agent Assist — Agent Assist

Agent Assist is an AI feature that supports agents during live interactions by providing real-time suggestions, such as relevant knowledge base articles, customer sentiment, and compliance prompts.

In Softphone-integrated systems, Agent Assist runs natively within the CRM interface using Genesys AI. It leverages Natural Language Understanding (NLU) and customer context to dynamically update recommendations, helping reduce average handle time and improve accuracy.