Conversational AI Agents
Give your customers what they want – AI that listens, understands, and acts across all CX use cases and channels.
Copilots for Agent Assist
Double Agent Capacity with Real-Time AI Agent Assist
Copilots for Agent Assist deliver context at the start of every interaction, provides in-the-moment coaching, and acts on the agent’s behalf – enabling your agents to spend more of their time on the customer.
Saved
$9M
A bank reduced average handle time by providing 4,500 agents with in-the-moment knowledge.
How Copilots for Agent Assist deliver stronger, faster, measurable business outcomes
Double agent capacity: Remove the manual work that sits around every interaction – searching, summarizing, updating systems – and every agent handles more, with less effort.
Every agent performs like your best agent: Expertise that used to live only in tenured agents’ heads is delivered in real time to everyone on the floor, so new hires become productive faster.
Work completed, not just suggested: Agentic assistance acts on the agent’s behalf across back-end systems, so guidance turns into finished work inside the interaction.
Support agents before, during, and after every call
Coach agents in the moment
Agentic Coaching guides agents in real time based on how customers speak and what they are saying. It surfaces the next best action and the right answer from your approved knowledge sources during live interactions, with no additional authoring required and without disrupting the agent. Agents strengthen relationships and improve call handling, while front-line leaders get real-time insight into what is happening on the floor.
Automate after-call work
Utilita cuts average call length by 35 seconds with Wrap Up
Hear how Utilita Energy uses Wrap Up Bot to reduce the time it takes to summarize customer calls by 35 seconds and increase agent capacity by 10%.
Key abilities for improved agent efficiency
Upskill your agents
Improve workflows, deliver context from prior interactions, and give next steps so every agent is your best agent.
Deliver the right knowledge
AI agents surface the right answers from across approved knowledge sources.
Resolve issues faster
Deliver the right prompts and guidance to the agent in real time to improve handle time and eliminate delays.
Automate the entire customer interaction
Most contact centers automate part of the customer conversation. Self-service and assisted service are built by different teams and bought from different vendors, so they come apart at exactly the moment the customer needs continuity most.
Verint runs automation across the whole interaction: self-service, the handoff, and the assisted conversation that follows. AI agents resolve what they can end-to-end, then pass the full conversation to a human agent when one is genuinely needed.
From there, Copilots for Agent Assist keeps the automation going, with in-the-moment coaching, tasks completed on the agent’s behalf, and after-call work handled automatically.
Achieve stronger, faster, measurable outcomes
Copilots for Agent Assist fits seamlessly into your existing workflows with no disruption. You can start small with a single capability, validate the outcomes, and then scale to suit your business needs. Start seeing results in just 30 days!
- Want pricing aligned to your outcomes? No problem
- Want to start small and prove value first? No problem
- Your ecosystem is on-prem? No problem
- Don’t want to change CX workflows? No problem
- Not ready to switch telephony/CCaaS? No problem
- Already have IT working on AI projects? No problem
Using a different agent desktop? No problem – Copilots for Agent Assist is designed to work with any desktop, including the one you already have
Related solutions
Channel Automation
An omnichannel agent desktop to increase agent capacity with AI-powered workflows.
Agent Factory
Move from isolated AI experiments to coordinated, production-ready AI workflows.
Related resources
Contact us about Verint Copilots today!
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Frequently asked questions
AI agent assist software is technology that supports human contact center agents before, during, and after customer interactions. It uses AI to understand the conversation as it happens and surface the right help at the right moment. Instead of searching knowledge bases or following static scripts, agents receive relevant answers, next-best-action prompts, and compliance reminders automatically. AI agent assist software can also take time-consuming work off the agent’s plate entirely, summarizing calls, completing after-call work, preserving crucial context during transfers, and resolving routine transactions on the agent’s behalf. The result is faster, more consistent interactions and increased capacity for every agent, from new hires to seasoned experts.
Real-time agent guidance is in-the-moment coaching delivered to agents while they’re speaking with customers, not after the interaction is over. Real-time agent coaching solutions like Verint Agentic Coaching not only use autonomous AI to analyze live conversations and deliver context-aware recommendations, they also surface knowledge and initiates actions directly within the same workflow.
Traditional coaching relies on reviewing a small sample of calls, only to surface insights days or even weeks later. Real-time agent guidance tools help agents correct course while there’s still time to improve the outcome. That makes it especially valuable for ramping up new agents, maintaining compliance, and delivering a consistent customer experience across every interaction.
Verint Copilots for Agent Assist help contact centers handle more interactions with greater consistency by automating the manual work that slows agents down – and delivering real-time, context-aware guidance in the moments in that matter most for CX. Purpose-built AI agents automate and accelerate specific agent tasks, and together they reduce effort across the entire interaction. Key benefits include:
- Lower handle time: Agents get relevant knowledge surfaced automatically instead of searching for it.
- Less after-call work: Copilots generate summaries and complete wrap-up tasks automatically.
- Smoother transfers: Context carries across handoffs, so customers don’t have to repeat themselves.
- Better performance: Real-time coaching and guidance improve quality and compliance on every call.
- Faster ramp-up: New agents perform with confidence sooner, with guidance built into their workflow.
Because the copilots work within your existing contact center environment, you can achieve these outcomes without replacing your current systems.
Organizations can improve agent performance by leveraging AI-powered Copilots for Agent Assist that provide real-time guidance and automation.
Key capabilities include:
- Coaching: Offers in-the-moment guidance and next-best-action suggestions to help agents perform like top performers.
- Wrap Up: Uses generative AI to automate call summarizations, freeing up agents’ time and improving consistency.
These tools reduce average handle time, boost productivity, and enhance customer satisfaction without disrupting existing workflows.
Copilots for Agent Assist streamline operations by automating repetitive tasks and integrating seamlessly into existing systems.
Examples include:
Uses AI to analyze context gathered from multiple sources to ensure the right outcome for any interaction (i.e. routing to an agent, scheduling a callback, sending an SMS etc.)
- Automates after-call work with AI-generated summaries, reducing after call work.
- Uses context from third-party applications and systems of record to provide information, complete tasks, and work autonomously on behalf of the agent.
These tools free agents from manual tasks, allowing them to focus on complex customer needs while improving efficiency and reducing costs.
Automation of customer support workflows is achieved through specialized bots that target specific tasks, including:
- Automates routing and ensures agents receive complete context of the prior interactions.
- Generates accurate call summaries, cutting after-call work by up to 60 seconds.
- Provides real-time coaching during calls to improve outcomes.
Together, these bots can halve call handling times and double agent capacity, delivering measurable ROI and better customer experiences.