This topic is for agents. If you're an administrator, see the page about Agent Assist Hub.
Agent assistants are programs that help you when you handle interactions. They're like having a personal assistant who finds information or offers advice while you talk to the contact. During an interaction, agent assistants display information
- Answers to the contact's questions. You may see FAQ answers or knowledge base articles.
- Guidance on how you're handling the conversation. For example, if you're speaking too fast, the agent assistant may display a reminder to slow down.
- Reminders based on what you or the contact say or don't say. For example, if the contact says "I'm really upset," the agent assistant may display a message to remind you to show empathy for the contact.
- Suggested replies and recommended next actions that are relevant to the current conversation.
- A visual cue for how the contact is feeling.
- Summaries of the interaction that are generated by AI.
- Instant translation of conversations when you and the contact speak different languages.
- Other information, such as checklists for compliance or forms to complete.
The kind of assistance available to you depends on the agent assist applications that your organization has decided to use.
Marilla Cuthbert is a customer service agent with Classics, Inc., a bookseller. One day, a caller asks about the cloud storage service that Classics, Inc. offers for e-book purchases. The agent assist program listens to the conversation and determines what the contact's question is. Then it finds three FAQ answers that best fit the question.
Marilla scans the provided answers and decides that the second one is the best answer. The contact is asking where her e-books and other data are kept. Marilla uses the FAQ answer to explain how data storage with Classics, Inc.'s service works and where the contact's books and data are kept. The contact is happy with the answer.
Marilla was able to save some time on the call and provide accurate information thanks to the agent assistant.
Real-Time Guidance and Alerts During Interactions
The Real-Time Interaction Guidance (RTIG) agent assistant listens to voice interactions. It offers guidance on how to improve your performance during the interaction. The RTIG help page provides more information about how it works.
Knowledge Assistance
Some agent assistants provide possible answers to your contact's questions. They can find knowledge base articles or FAQs that help you respond to the contact.
This kind of agent assistant can help with chat and voice interactions. It "listens" to the conversation and analyzes it. When the assistant has information for you, it appears 
in the App Space section of
Suggested Replies and Next Best Actions
Some agent assistants offer suggestions about how to respond to the contact. The suggestions might be:
- Specific things you can say to the contact in response to their sentiment
Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. or current question. - Knowledge base articles or FAQ responses to send to the contact.
- AI-generated messages based on knowledge base articles or FAQs. This allows you to offer help in a conversational manner instead of having the contact read an article on their own.
- AI-generated messages based on the context of the conversation itself.
- Reminders to do or say certain things during the conversation, such as offering to sign the contact up for a newsletter or thanking them for their loyalty.
Suggested responses update in real time as the conversation continues. This means the options available to you are always appropriate and relevant.
Depending on the agent assist application your organization uses, suggested responses are available for voice interactions, chat interactions, or both. They may also appear in different locations in the agent application including:
- The Copilot tab
- Directly above the text field in the chat interface. You can click the message to send it.
Sentiment: The Contact's Mood
Some agent assistants can detect how the contact is feeling and display an indicator to you. This acts as a reminder for you to adapt your handling of the conversation based on the contact's mood.
Agent assistants detect mood by analyzing the conversation for words and phrases that correspond to feelings. For example, phrases like that's awesome, fantastic news, and wow thanks so much may indicate a positive sentiment. Words and phrases such as not happy about this, frustrated, and can I talk to the manager suggest a negative sentiment.
Depending on the agent assistant your organization uses, sentiment appears in one of the following locations in Agent:
- Copilot tab: This tab displays sentiment in messages that appear periodically during the conversation. The messages update in real time and indicate whether the sentiment is positive, negative, or neutral.
Automatically-Generated Interaction Summaries
Summary in the Customer Card Notes Field
A summary of the entire interaction appears in the Notes field of the customer card in Agent . You can modify the summary to add or correct information. You can also add other information to the Notes field above or below the summary. These summaries appear only for phone calls.
These summaries are automatically generated by AI. The AI analyzes the transcript of the conversation to identify:
- What the contact wanted, also known as the intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish..
- Events that happened during the interaction, such as payments being made.
- The outcome of the interaction.
The AI then creates a summary and sends it to your agent application. The summary may also appear in your CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories.. This option must be enabled by your CXone Mpower administrator.
Summary in Copilot for Agents
A short summary of the interaction appears at the top of the Copilot tab in the App Space section of Agent. This summary recaps the conversation you've had with the contact so far. It updates in real time as the conversation continues.
Real-Time Translation
Agent assistant applications can translate voice and chat interactions in real time. If the contact you're working with speaks a different language from you, the ConnectLingua assistant instantly translates each side of the conversation. You can learn more on the ConnectLingua for Agents help page.