AI Agent Assist AI Coaching: Real-Time Call Guidance

Agent Assist uses artificial intelligence to provide employees with support while they are speaking with customers or prospects. It analyses the conversation as it happens and can surface relevant information, recommendations and suggested responses.

It is designed to complement the employee rather than replace them. The agent continues to lead the conversation, while AI provides additional context that can help them respond more efficiently.

During a live call or meeting, AI can monitor the context of the discussion and provide useful prompts as the conversation develops.

It may suggest responses, highlight key information, help the employee handle objections, or recommend talking points based on what the customer is saying. This gives employees immediate support without requiring them to pause the conversation to search for information.

Agent Assist can make relevant business information available during the conversation.

This can include product details, pricing information, competitor insights, previous conversation context and information stored in the company's knowledge resources. Employees can therefore access useful context at the moment they need it instead of switching between multiple applications.

Yes. Companies can customise the information available to the AI so that its recommendations reflect their own organisation.

Knowledge sources can be imported into Empower, allowing teams to provide the AI with information about their products, processes and communication guidelines. This makes the assistance more relevant to the specific environment in which employees work.

AI assistance and coaching can work with major business video conferencing platforms, including Google Meet, Microsoft Teams and Zoom.

The functionality can be accessed through a Chrome extension, making it possible to add real-time support without introducing a complicated software setup.

AI Agent Assist can provide several practical benefits for customer-facing teams:

• Real-time recommendations based on the context of the conversation.
• Quick access to company and product information.
• Less time spent searching for information during calls.
• Additional support for employees who are still learning.
• Coaching embedded directly into everyday conversations.
• More consistent communication across teams.
• A more responsive and personalised customer experience.

This means coaching can happen while employees are working, rather than only before or after customer interactions.

The AI analyses the conversation and uses its context to determine which information or recommendations may be useful.

For instance, it may display a relevant product detail, propose an answer to an objection or suggest wording that fits the situation. The employee can then decide whether and how to use that recommendation during the conversation.

Yes. Real-time assistance can be particularly helpful when onboarding new employees.

New hires can receive contextual prompts while participating in actual customer conversations, helping them apply what they have learned in training. Over time, this can help them become more comfortable handling different scenarios independently.

Agent Assist can be useful for sales professionals, customer service teams and other employees who regularly manage important customer or prospect conversations.

It is especially relevant in roles where employees need to respond quickly, recall detailed information or adapt their approach based on how a conversation develops.

For sales representatives, AI assistance can make it easier to access the right information and respond to prospects during important moments in a conversation.

By providing relevant talking points and contextual guidance, it can help reduce hesitation and support clearer communication. This allows representatives to concentrate more fully on the prospect while still benefiting from additional information in real time.

Teams can access the functionality by installing the Chrome extension and connecting it with a supported platform such as Google Meet, Microsoft Teams or Zoom.

Companies interested in evaluating the experience can request a personalised demo to see the feature in action.