Answering the same questions again and again? Struggling to keep customer support consistent when new agents join? Or maybe your customer service team spends too much time hunting for answers while a customer waits on the other side.
If any of that sounds familiar, AI Agent Assist could help. It gives your agents live suggestions, guides them through the next steps, and even fills in gaps using the knowledge base and customer data.
Whether you’re support team or managing complex sales conversations, this guide breaks down what AI Agent Assist is, how it works , and where it makes a real difference.
Employee Experience (EX) is the overall perception employees have of their journey within an organization. It encompasses every interaction and touchpoint, from recruitment and onboarding to daily responsibilities, support systems, and eventual offboarding.
AI Agent Assist is a real-time support tool that helps your agents respond faster, more accurately, and with less manual effort—without taking over the conversation. It inside your agent workspace, listens to ongoing chats or calls, and suggests the next best actions—pulling up a relevant help article, drafting a reply, or flagging when something needs escalation.
It’s not a bot replacing your team—it’s more like a second brain that handles the repetitive tasks, reduces context switching, and gives your agents the information they need, right when they need it.
AI Agent Assist isn’t limited to one department. It fits into your workflows across marketing, sales, and support, helping your teams save time, respond smarter, and stay consistent. Here’s a breakdown of how it works in each function — and what that means for your day-to-day operations.
AI Agent Assist helps your marketing team respond to inbound queries faster and with consistent messaging — especially on live channels like chat, social, or WhatsApp.
Here’s how it works:
Sales reps spend a lot of time qualifying leads, chasing follow-ups, and juggling product questions. Agent Assist helps by giving reps more context and fewer things to remember.
Here’s how it works:
Customer Experience and Support teams deal with high-volume and complex queries. Agent Assist supports them throughout the interaction — without slowing them down.
Here’s how it works:
AI Agent Assist tools are built to make your agents quicker, more consistent, and less overwhelmed, ultimately boosting . But to get real value out of them, you need to know what they can actually do — and how each feature helps your team work smarter. Here’s a breakdown of the most practical features to look out for:
AI doesn’t just throw in canned replies — it listens to live conversations and suggests responses, next best actions, or relevant articles based on the context. This helps your agents avoid scrambling or tab-hopping while trying to sound confident.
For example, if a customer is asking about a refund, the tool might instantly suggest refund policies, eligibility conditions, and a ready-to-send response — cutting down the time it takes to reply and reducing room for error.
Instead of having your agents manually search across tabs, AI Agent Assist pulls up information from your internal knowledge base, CRM, or help center — all within the chat or call window.
Let’s say a customer is reporting an issue with a recent order. Based on the order ID and product keyword, the AI can surface relevant troubleshooting steps or SOPs directly to the agent — no digging required.
The AI transcribes ongoing calls live, which agents can refer to on the fly — helpful when juggling multiple queries. Once the call ends, it auto-generates a summary with the next steps, key decisions, and any follow-ups.
This reduces your agents’ after-call work, cuts down on average handle time, and helps managers track consistency without listening to every call recording.
Instead of wasting time on low-value work, AI Agent Assist quietly takes care of repetitive tasks in the background — like logging call notes, updating CRM entries, or setting reminders for follow-ups.
You don’t have to train agents to follow a dozen different SOPs. The tool handles it on its own, letting your team focus on the parts that actually need a human touch.
Your agents can go through realistic chat/call simulations powered by AI before they ever talk to a customer. These simulations can mimic real support queries and provide live feedback, helping new hires build confidence quickly.
This also makes it easier to identify gaps in knowledge, reduce onboarding time, and keep quality consistent even if you’re hiring at scale.
The tool isn’t just reacting to what’s being said. It analyzes past interactions, behavior patterns, and issue history to suggest what the customer might ask next.
For example, if a user recently faced a failed transaction, the AI might prompt the agent to check status updates or share refund timelines upfront — reducing back-and-forth.
For technical or high-friction queries, AI Agent Assist can pull up visual instructions — like screenshots, product walk-throughs, or setup steps — to help agents explain things better. This is especially useful in industries like SaaS or telecom, where written steps alone aren’t always enough.
Most AI Agent Assist tools let you fine-tune the logic behind suggestions, workflows, or tone of voice. You can integrate it with your internal tools, tweak prompt formats, or decide when the AI should intervene. This means you’re not stuck with a generic solution — you get a setup that fits your process without creating confusion for the agent.
Agent Assist tools are built to help your agents work faster, stay focused, and handle more queries without feeling stretched. Here’s how it directly improves productivity on the ground:
Your agents waste a lot of time typing the same answers, digging through tabs, or logging post-call notes. Agent Assist handles all of that in the background — from recommending responses to filling in routine CRM details — so agents can move straight to the next query without losing momentum.
How it helps:
Instead of searching through multiple tools for product info or refund policies, Agent Assist pulls relevant details directly from your knowledge base, CRM, or website. It reads the context of the conversation and brings the most likely answer right to the agent.
How it helps:
The AI listens to ongoing calls or chats and recommends actions — not just based on keywords, but also on tone and intent. Whether it’s prompting next steps or flagging missing details, it nudges agents in the right direction without being intrusive.
How it helps:
Instead of trying to remember policies, switch tabs, and write polished replies at the same time, your agents get one clean workflow. Everything they need — customer context, suggested responses, action buttons — is visible in one place.
How it helps:
Interesting Read: How Call Center Agents Can Handle Stress
With simulation-based training and live coaching baked into Agent Assist, your new hires can start taking real queries faster — without risking poor experiences. They don’t have to shadow others for weeks just to get the hang of things.
How it helps:
If you’re running a support team that’s scaling fast or dealing with high ticket volumes, AI Agent Assist can bring immediate relief—both for your internal teams and for the people they’re helping. It works in the background, picking up real-time context and offering just-in-time suggestions, summaries, and alerts.
Here’s a closer look at how AI Agent Assist supports your business goals and creates a better experience for your customers.
For support leaders, AI Agent Assist can help reduce inefficiencies, improve consistency, and ramp up new agents faster—without needing to overhaul your current setup. Here’s how it drives impact across the board:
Instead of spending minutes toggling between tools or searching knowledge bases, your agents get everything they need—right where they’re working. Here’s how:
Ticket tagging, note-taking, and drafting replies often take longer than solving the issue itself. With AI Agent Assist, you can automate most of that grunt work. Here’s how:
New agents typically spend weeks shadowing peers or scrolling through documentation to figure out how to respond. AI Agent Assist helps them contribute faster, with less supervision. Here’s how:
As your team scales, it’s harder to keep replies aligned with your tone, policies, or support playbooks. AI Agent Assist does the heavy lifting here too. Here’s how:
AI Agent Assist doesn’t just make life easier for your team—it also changes how your customers experience support. From faster replies to more thoughtful conversations, here’s how it shows up for them:
Customers notice when your agents hesitate or fumble through replies. AI Agent Assist helps them respond quickly and clearly, even if the issue is tricky. Here’s how:
It’s frustrating when your customer experience depends on who picks up the ticket. AI Agent Assist gives your team a consistent support standard. Here’s how:
No one wants to receive robotic or irrelevant replies—especially when dealing with an issue. AI Agent Assist helps agents sound like humans, not scripts. Here’s how:
Nothing frustrates a customer more than repeating their issue for the third time. AI Agent Assist helps agents retain and reuse context automatically. Here’s how:
Rolling out an AI agent assistant is a multi-stage effort—starting with planning, then testing with a limited scope, scaling up, and finally, keeping it running effectively. At each stage, you’ll face different sets of challenges. But some issues tend to stick around across the process.
Here’s a complete breakdown of what to expect and how you can deal with each challenge.
Teams might worry that AI agents will take away jobs, reduce the importance of their work, or disrupt workflows they’ve gotten used to. This is especially common during the planning and early rollout phases.
What You Can Do:
Your AI agent needs to learn from past customer interactions—emails, chat logs, call transcripts. But getting clean, labeled, and diverse data is often a hurdle. The data might be incomplete, scattered across systems, or not detailed enough.
What You Can Do:
It’s hard for an AI to understand vague or multi-step questions. For example, if someone asks, “Can I cancel?” followed by “What if I’ve already shipped it?”, the AI might miss the link between the two.
What You Can Do:
Your AI agent needs to talk to your existing tools—order systems, CRMs, helpdesks, cloud call center software etc. Without this, it can’t fetch or update the data it needs to respond accurately.
What You Can Do:
If the AI is trained on biased data—for example, past conversations that favored certain customers or responded differently based on language or tone—it may learn the same bias.
What You Can Do:
AI Agent Assist is all about making conversations smarter across sectors. Here’s how leading brands in real estate and healthcare are using it to boost conversions, streamline workflows, and drive growth.
For real estate businesses like Sobha Realty, property site visits often act as a strong indicator of potential sales. Ozonetel’s AI Agent Assist helps sales teams improve how they engage with prospects on every call. The tool analyzes over 25 different aspects of conversations—including tone, sentiment, and keyword usage—giving managers instant insights into what’s working and what’s not.
Sales leaders can track which agents or scripts are leading to more site visits, plug lead leakage with real-time alerts, and identify missed opportunities like failing to pitch a visit. With automated call transcripts and multilingual support, supervisors get 360° visibility across teams and campaigns. Sobha Realty saw site visit pitches go up by 67%, contributing to a 20X return on investment.
Tata 1mg used Ozonetel’s AI Agent Assist to strengthen its inside sales and support operations. Real-time insights into customer interactions helped the team prioritize leads that were more likely to convert, while also allowing them to de-prioritize segments that showed poor performance. Centralized dialer management improved agent utilization and scheduling, and AI automation reduced manual effort across processes.
As a result, they saw a 15% boost in business growth, a 5% improvement in conversions, and a 30% drop in repeat calls. Campaigns became more targeted, customer data handling more secure, and support operations faster and more reliable—all adding up to a 15% increase in customer satisfaction (CSAT).
Ozonetel’s AI Agent Assist helps your teams respond faster, more accurately, and with the right context. Whether it’s on chat, voice, or messaging apps, it works quietly in the background—making conversations smoother and more effective without adding more work. Some key features of Ozonetel’s AI agent assist are:
If your team juggles a high volume of interactions or spends too much time on repetitive tasks, AI Agent Assist can help bridge the gap. It keeps things moving during live conversations and helps your agents respond smarter—not just faster.
The best part? You don’t need a complete overhaul to get started. Just identify the points where your agents need support the most—like call handling, summarisation, or knowledge access—and let Agent Assist do the heavy lifting there first.
Get in touch with us to know more!
When EX is strong, employees are engaged, motivated, and less likely to leave, which means less turnover, more productivity, and a culture people want to be part of. Leaders who invest in EX aren’t just keeping up with trends; they’re actively setting their companies up for a competitive edge in attracting and keeping top talent.
Take a close look at your current EX. Where are the gaps? What could be done better? Small improvements today can create a lasting impact tomorrow. A positive employee experience doesn’t just improve work for your team—it drives real results that lift the whole organization. So, let’s get moving on building an EX that truly shines.
Start your EX journey today by conducting employee surveys, implementing flexible work arrangements, and investing in employee development.
AI agent assist, also known as AI Copilot, is a tool that uses artificial intelligence to support customer service agents in real-time. It helps by analyzing customer interactions, suggesting responses, surfacing relevant information, and automating routine tasks to improve efficiency and accuracy during customer support conversations.
An example of an AI agent assist in action is when a chatbot monitors a live customer chat and recommends solutions, next steps, or knowledge base articles to the agent. This allows the agent to respond more quickly and accurately without needing to search manually for information.
AI agent assist improves customer service by providing agents with real-time support, reducing the time spent on routine tasks, and increasing the accuracy of responses. It helps agents handle inquiries more efficiently, focus on complex issues, and deliver a smoother and more satisfying experience for customers.
Answering the same questions again and again? Struggling to keep customer support consistent when new agents join? Or maybe your customer service team spends too much time hunting for answers while a customer waits on the other side.
If any of that sounds familiar, AI Agent Assist could help. It gives your agents live suggestions, guides them through the next steps, and even fills in gaps using the knowledge base and customer data.
Whether you’re support team or managing complex sales conversations, this guide breaks down what AI Agent Assist is, how it works , and where it makes a real difference.
Employee Experience (EX) is the overall perception employees have of their journey within an organization. It encompasses every interaction and touchpoint, from recruitment and onboarding to daily responsibilities, support systems, and eventual offboarding.
AI Agent Assist is a real-time support tool that helps your agents respond faster, more accurately, and with less manual effort—without taking over the conversation. It inside your agent workspace, listens to ongoing chats or calls, and suggests the next best actions—pulling up a relevant help article, drafting a reply, or flagging when something needs escalation.
It’s not a bot replacing your team—it’s more like a second brain that handles the repetitive tasks, reduces context switching, and gives your agents the information they need, right when they need it.
AI Agent Assist isn’t limited to one department. It fits into your workflows across marketing, sales, and support, helping your teams save time, respond smarter, and stay consistent. Here’s a breakdown of how it works in each function — and what that means for your day-to-day operations.
AI Agent Assist helps your marketing team respond to inbound queries faster and with consistent messaging — especially on live channels like chat, social, or WhatsApp.
Here’s how it works:
Sales reps spend a lot of time qualifying leads, chasing follow-ups, and juggling product questions. Agent Assist helps by giving reps more context and fewer things to remember.
Here’s how it works:
Customer Experience and Support teams deal with high-volume and complex queries. Agent Assist supports them throughout the interaction — without slowing them down.
Here’s how it works:
AI Agent Assist tools are built to make your agents quicker, more consistent, and less overwhelmed, ultimately boosting . But to get real value out of them, you need to know what they can actually do — and how each feature helps your team work smarter. Here’s a breakdown of the most practical features to look out for:
AI doesn’t just throw in canned replies — it listens to live conversations and suggests responses, next best actions, or relevant articles based on the context. This helps your agents avoid scrambling or tab-hopping while trying to sound confident.
For example, if a customer is asking about a refund, the tool might instantly suggest refund policies, eligibility conditions, and a ready-to-send response — cutting down the time it takes to reply and reducing room for error.
Instead of having your agents manually search across tabs, AI Agent Assist pulls up information from your internal knowledge base, CRM, or help center — all within the chat or call window.
Let’s say a customer is reporting an issue with a recent order. Based on the order ID and product keyword, the AI can surface relevant troubleshooting steps or SOPs directly to the agent — no digging required.
The AI transcribes ongoing calls live, which agents can refer to on the fly — helpful when juggling multiple queries. Once the call ends, it auto-generates a summary with the next steps, key decisions, and any follow-ups.
This reduces your agents’ after-call work, cuts down on average handle time, and helps managers track consistency without listening to every call recording.
Instead of wasting time on low-value work, AI Agent Assist quietly takes care of repetitive tasks in the background — like logging call notes, updating CRM entries, or setting reminders for follow-ups.
You don’t have to train agents to follow a dozen different SOPs. The tool handles it on its own, letting your team focus on the parts that actually need a human touch.
Your agents can go through realistic chat/call simulations powered by AI before they ever talk to a customer. These simulations can mimic real support queries and provide live feedback, helping new hires build confidence quickly.
This also makes it easier to identify gaps in knowledge, reduce onboarding time, and keep quality consistent even if you’re hiring at scale.
The tool isn’t just reacting to what’s being said. It analyzes past interactions, behavior patterns, and issue history to suggest what the customer might ask next.
For example, if a user recently faced a failed transaction, the AI might prompt the agent to check status updates or share refund timelines upfront — reducing back-and-forth.
For technical or high-friction queries, AI Agent Assist can pull up visual instructions — like screenshots, product walk-throughs, or setup steps — to help agents explain things better. This is especially useful in industries like SaaS or telecom, where written steps alone aren’t always enough.
Most AI Agent Assist tools let you fine-tune the logic behind suggestions, workflows, or tone of voice. You can integrate it with your internal tools, tweak prompt formats, or decide when the AI should intervene. This means you’re not stuck with a generic solution — you get a setup that fits your process without creating confusion for the agent.
Agent Assist tools are built to help your agents work faster, stay focused, and handle more queries without feeling stretched. Here’s how it directly improves productivity on the ground:
Your agents waste a lot of time typing the same answers, digging through tabs, or logging post-call notes. Agent Assist handles all of that in the background — from recommending responses to filling in routine CRM details — so agents can move straight to the next query without losing momentum.
How it helps:
Instead of searching through multiple tools for product info or refund policies, Agent Assist pulls relevant details directly from your knowledge base, CRM, or website. It reads the context of the conversation and brings the most likely answer right to the agent.
How it helps:
The AI listens to ongoing calls or chats and recommends actions — not just based on keywords, but also on tone and intent. Whether it’s prompting next steps or flagging missing details, it nudges agents in the right direction without being intrusive.
How it helps:
Instead of trying to remember policies, switch tabs, and write polished replies at the same time, your agents get one clean workflow. Everything they need — customer context, suggested responses, action buttons — is visible in one place.
How it helps:
Interesting Read: How Call Center Agents Can Handle Stress
With simulation-based training and live coaching baked into Agent Assist, your new hires can start taking real queries faster — without risking poor experiences. They don’t have to shadow others for weeks just to get the hang of things.
How it helps:
If you’re running a support team that’s scaling fast or dealing with high ticket volumes, AI Agent Assist can bring immediate relief—both for your internal teams and for the people they’re helping. It works in the background, picking up real-time context and offering just-in-time suggestions, summaries, and alerts.
Here’s a closer look at how AI Agent Assist supports your business goals and creates a better experience for your customers.
For support leaders, AI Agent Assist can help reduce inefficiencies, improve consistency, and ramp up new agents faster—without needing to overhaul your current setup. Here’s how it drives impact across the board:
Instead of spending minutes toggling between tools or searching knowledge bases, your agents get everything they need—right where they’re working. Here’s how:
Ticket tagging, note-taking, and drafting replies often take longer than solving the issue itself. With AI Agent Assist, you can automate most of that grunt work. Here’s how:
New agents typically spend weeks shadowing peers or scrolling through documentation to figure out how to respond. AI Agent Assist helps them contribute faster, with less supervision. Here’s how:
As your team scales, it’s harder to keep replies aligned with your tone, policies, or support playbooks. AI Agent Assist does the heavy lifting here too. Here’s how:
AI Agent Assist doesn’t just make life easier for your team—it also changes how your customers experience support. From faster replies to more thoughtful conversations, here’s how it shows up for them:
Customers notice when your agents hesitate or fumble through replies. AI Agent Assist helps them respond quickly and clearly, even if the issue is tricky. Here’s how:
It’s frustrating when your customer experience depends on who picks up the ticket. AI Agent Assist gives your team a consistent support standard. Here’s how:
No one wants to receive robotic or irrelevant replies—especially when dealing with an issue. AI Agent Assist helps agents sound like humans, not scripts. Here’s how:
Nothing frustrates a customer more than repeating their issue for the third time. AI Agent Assist helps agents retain and reuse context automatically. Here’s how:
Rolling out an AI agent assistant is a multi-stage effort—starting with planning, then testing with a limited scope, scaling up, and finally, keeping it running effectively. At each stage, you’ll face different sets of challenges. But some issues tend to stick around across the process.
Here’s a complete breakdown of what to expect and how you can deal with each challenge.
Teams might worry that AI agents will take away jobs, reduce the importance of their work, or disrupt workflows they’ve gotten used to. This is especially common during the planning and early rollout phases.
What You Can Do:
Your AI agent needs to learn from past customer interactions—emails, chat logs, call transcripts. But getting clean, labeled, and diverse data is often a hurdle. The data might be incomplete, scattered across systems, or not detailed enough.
What You Can Do:
It’s hard for an AI to understand vague or multi-step questions. For example, if someone asks, “Can I cancel?” followed by “What if I’ve already shipped it?”, the AI might miss the link between the two.
What You Can Do:
Your AI agent needs to talk to your existing tools—order systems, CRMs, helpdesks, cloud call center software etc. Without this, it can’t fetch or update the data it needs to respond accurately.
What You Can Do:
If the AI is trained on biased data—for example, past conversations that favored certain customers or responded differently based on language or tone—it may learn the same bias.
What You Can Do:
AI Agent Assist is all about making conversations smarter across sectors. Here’s how leading brands in real estate and healthcare are using it to boost conversions, streamline workflows, and drive growth.
For real estate businesses like Sobha Realty, property site visits often act as a strong indicator of potential sales. Ozonetel’s AI Agent Assist helps sales teams improve how they engage with prospects on every call. The tool analyzes over 25 different aspects of conversations—including tone, sentiment, and keyword usage—giving managers instant insights into what’s working and what’s not.
Sales leaders can track which agents or scripts are leading to more site visits, plug lead leakage with real-time alerts, and identify missed opportunities like failing to pitch a visit. With automated call transcripts and multilingual support, supervisors get 360° visibility across teams and campaigns. Sobha Realty saw site visit pitches go up by 67%, contributing to a 20X return on investment.
Tata 1mg used Ozonetel’s AI Agent Assist to strengthen its inside sales and support operations. Real-time insights into customer interactions helped the team prioritize leads that were more likely to convert, while also allowing them to de-prioritize segments that showed poor performance. Centralized dialer management improved agent utilization and scheduling, and AI automation reduced manual effort across processes.
As a result, they saw a 15% boost in business growth, a 5% improvement in conversions, and a 30% drop in repeat calls. Campaigns became more targeted, customer data handling more secure, and support operations faster and more reliable—all adding up to a 15% increase in customer satisfaction (CSAT).
Ozonetel’s AI Agent Assist helps your teams respond faster, more accurately, and with the right context. Whether it’s on chat, voice, or messaging apps, it works quietly in the background—making conversations smoother and more effective without adding more work. Some key features of Ozonetel’s AI agent assist are:
If your team juggles a high volume of interactions or spends too much time on repetitive tasks, AI Agent Assist can help bridge the gap. It keeps things moving during live conversations and helps your agents respond smarter—not just faster.
The best part? You don’t need a complete overhaul to get started. Just identify the points where your agents need support the most—like call handling, summarisation, or knowledge access—and let Agent Assist do the heavy lifting there first.
Get in touch with us to know more!
When EX is strong, employees are engaged, motivated, and less likely to leave, which means less turnover, more productivity, and a culture people want to be part of. Leaders who invest in EX aren’t just keeping up with trends; they’re actively setting their companies up for a competitive edge in attracting and keeping top talent.
Take a close look at your current EX. Where are the gaps? What could be done better? Small improvements today can create a lasting impact tomorrow. A positive employee experience doesn’t just improve work for your team—it drives real results that lift the whole organization. So, let’s get moving on building an EX that truly shines.
Start your EX journey today by conducting employee surveys, implementing flexible work arrangements, and investing in employee development.
AI agent assist, also known as AI Copilot, is a tool that uses artificial intelligence to support customer service agents in real-time. It helps by analyzing customer interactions, suggesting responses, surfacing relevant information, and automating routine tasks to improve efficiency and accuracy during customer support conversations.
An example of an AI agent assist in action is when a chatbot monitors a live customer chat and recommends solutions, next steps, or knowledge base articles to the agent. This allows the agent to respond more quickly and accurately without needing to search manually for information.
AI agent assist improves customer service by providing agents with real-time support, reducing the time spent on routine tasks, and increasing the accuracy of responses. It helps agents handle inquiries more efficiently, focus on complex issues, and deliver a smoother and more satisfying experience for customers.
Make it easy for your customers to reach you wherever, whenever, or to help themselves through bots pre-trained to solve retail use cases.
Learn moreDescription, experiences: Curating communicative & collaborative customer journeys in Real Estate
Description, experiences: Curating communicative & collaborative customer journeys in Real Estate
Description, experiences: Curating communicative & collaborative customer journeys in Real Estate
Description, experiences: Curating communicative & collaborative customer journeys in Real Estate
Description, experiences: Curating communicative & collaborative customer journeys in Real Estate
Description, experiences: Curating communicative & collaborative customer journeys in Real Estate
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