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Agent Assist

The answer, the next step, mid-call.

Policy, the customer’s record and a prepared action arrive before the reply; the human stays in control.

Book a DemoSee how it runs
  • In the agent’s desktop
  • Human confirms
  • Same runtime as the agents
Story01 / 11

Every agent answers like your best one.

The desk itself, then three beats from the contact-centre floor: the work around one call, the desk that carries it, and a new hire who closes the call like a veteran.

  1. What the desk shows

    Policy, the record and the next step, together.

  2. One call, five open windows

    The agent hunts while the caller waits on hold.

  3. Briefed before the reply

    Policy, the record and a next step arrive together.

  4. Every desk answers alike

    The same answer, and the record written at the end.

An illustrated assist desk: a caller dial ringed with beads on the left, a cable into a white desk with a lavender back panel, five suggestion cubes on a sage platform with a sage cone over the raised one, and a headset on a lavender tile on the right.
  1. Live callThe call is transcribed as it is spoken, both speakers
  2. Caller contextThe customer’s record, read live while the call runs
  3. Suggested responseOne answer, grounded in the policy that governs it
  4. Assist deskThe next step arrives populated, ready to confirm
  5. Human agentThe agent confirms the step, then replies

Ask us for a desktop walkthrough

Illustrative scene, not a product capture

Capability 1 of 4: What the desk shows

Film02 / 11

One call, from request to record.

The full film, with sound: a replacement request heard, answered from policy and the order, confirmed by the agent and captured as the call ends.

  1. The problem, then the productThe answer is in five places
  2. A live call, answeredRequest, lookups, cited answer
  3. A proposed action, confirmedThe agent confirms, then it runs
  4. The record, already writtenSummary, disposition, case
  5. The same help in chatThree replies, the human sends
  6. Rules before any actionRules, routing, permissions
  7. Corrections, reviewedReplay, evaluate, release
  8. What the agent is left withAttention on the caller

Product demonstration with sample data

Six conditions03 / 11

Six ways a caller talks, six intended answers.

The desk hears six kinds of turn, and handles each on purpose.

  • 01

    Complete request

    The caller has said everything the task needs before it can start.

    • Retrieved and answered at once

  • 02

    Missing detail

    The caller has left out the one fact the lookup cannot run without.

    • The missing fact is asked for

  • 03

    Repeated question

    The caller asks again for something the desk has already answered.

    • Answered again, without a new search

  • 04

    Small talk

    The caller says something that is not a request for the desk at all.

    • Held, and no retrieval runs

  • 05

    Out of scope

    The caller asks for something this desk is not the place to handle.

    • Out of scope is said as out of scope

  • 06

    New information

    The caller changes the request part way through answering it.

    • The request is rebuilt, not patched

Agent Assist

The orchestration layer decides before it retrieves

Capabilities04 / 11

Six things the agent gets, while the call runs.

Six product films, each one thing the human agent gets, from the first request to the reviewed correction.

Product demonstration with sample data

How it runs05 / 11

Six steps on one call. A person confirms what counts.

Agent Assist hears the call, gathers the policy and the record, and puts a cited answer and a prepared action on the desk. The agent confirms, and the record is written.

Six steps on one call. A person confirms what counts.Agent Assist hears the call, gathers the policy and the record, and puts a cited answer and a prepared action on the desk. The agent confirms, and the record is written. The steps, in order: Call transcribed, Request refined, Sources and records, Answer and next step, Agent confirms, Record written.CalltranscribedBoth speakersRequestrefinedNot small talkSources andrecordsKnowledge MeshAnswer andnext stepCited, populatedAgentconfirmsOnly what countsRecordwrittenSummary and caseBoth speakersThe caller and the agentRules firstSmall talk gets no cardTwo questionsPolicy, then the recordCited and populatedSource and detailsHuman in controlNothing runs unconfirmedOn recordWritten as the call ends

To the outcome06 / 11

Suggested, prepared, permitted, attempted, returned.

A suggestion becomes an outcome only when the result arrives.

An agent permits an action and its result returns to the recordActionRecordAgentSystemResult
On the agent’s desk

Suggested next step

The desk offers the next step. Nothing is sent.

Prepared action

Filled in and shown whole before it runs.

Agent permission

The agent grants it. The model never does.

Attempted operation

Run against the system that owns the record.

Returned outcome

Success only once the result has come back.

After-call record

Reason, actions, result, follow-up From the call, not retyped.

Approved actionSystem result
Agent Assist

Knowledge answers and operational data are two different calls

Snapshots07 / 11

The product, as the agent sees it.

Eight screens from the demonstration workspace, each opening at full size; sample data throughout.

  • Complete guidance beside the live transcript, before the agent replies.

  • The governing passage opens inline; the suggested answer stays in view.

  • Order, inventory and delivery lookups run while the caller speaks.

  • The replacement proposal, populated from the call, waits for the agent.

  • Summary, outcome and disposition prepared for review as the call ends.

  • Three complete replies to compare; the human agent chooses and sends.

  • Which actions need agent confirmation and customer consent, as policy.

  • A corrected candidate evaluated and reviewed before it is released.

Where it runs08 / 11

Inside the desk you already run.

Agent Assist sits inside the workspace your agents use today, on the same runtime as the Voice AI Agents, so nothing new crosses your perimeter.

  • On-premises

    Runs inside your data centre beside the systems the agents already use; the desktop reaches it over your internal network and nothing leaves the site.

  • Your cloud

    Deployed inside your own AWS, Azure, GCP or OCI account, in your region, under your keys; the desktop integration stays inside your tenancy.

  • Voicing Cloud

    Managed by Voicing in a pinned tenancy in your region, with the same permission model and the same audit record as the other two topologies.

On the call09 / 11

Everyone the desk talks to.

Agent Assist sits between the caller and the systems behind them.

Sources and rules

Customer

Speaks in their own words.The live request starts here.

Human agent

Reads, edits and sends suggestions.Grants every permission to act.

Existing contact platform

The existing desk and queue stay in place.The current call remains in progress.

Knowledge Mesh answers

Answers arrive with citations.Each source remains attached.

Operational data

Order, inventory and delivery options.Case status remains available.

Owning teams

Own the knowledge and operational sources.Set rules and permitted desk actions.

Agent Assist

Everyone one call reaches, around the desk

Proof10 / 11

Agent Assist

Agent Assist metrics are being verified for publication; ask us for the current figures.

Talk to an engineer

Closing11 / 11

Bring one call type. Leave with an architecture.

A white suite case opening on six coloured discs, the product surfaces, rising between its lid and its base.
Agent Assist

The cited answer on the agent’s desk

A working session with an engineer who has deployed inside a bank’s perimeter. We map your telephony, data boundary and handoff rules, and tell you what we would not automate.

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