Real-Time Agent Assist is a set of tools that analyzes a live voice call (and often the screen context) and provides the agent with timely guidance while they are speaking with the customer. Guidance can include suggested responses, relevant knowledge-base articles, required disclosures, troubleshooting steps, and reminders based on what the customer and agent say.
Operationally, it matters because it reduces time spent searching for information, lowers the chance of missed compliance language, and helps newer agents handle complex contacts with fewer escalations. It can also standardize how policies are explained and how workflows are followed, which supports more consistent outcomes across shifts and sites.
Real-time assist is typically used alongside post-call analytics: real-time focuses on immediate in-the-moment support, while post-call focuses on coaching, QA, and trend analysis. Leaders usually monitor impact through metrics like average handle time, hold time, transfer rate, first-contact resolution, and compliance adherence.
