Support agents don’t have time to dig through docs or wait for AI summaries. In the middle of a live ticket, real-time agent assist tools surface the right answer, form, or action - when it matters most.
These tools aren’t just helpful - they’re essential for reducing handle time, improving CSAT, and empowering teams to work confidently under pressure.
Real-time agent assist refers to tools that:
Monitor what an agent is doing
Provide context-aware suggestions
Surface next steps, macros, or documentation
Automate actions like form fills or ticket routing
The goal is to support agents in the flow of work without switching tabs or digging through systems.
| Feature | Why It Matters |
|---|---|
| Screen-aware suggestions | Tailor help to the app and ticket in use |
| Automated workflows | Trigger actions like classification or updates |
| Integrated knowledge search | Surface relevant KB articles instantly |
| Dynamic templates/macros | Generate replies based on ticket content |
| Low-code customization | Tailor logic without engineering bottlenecks |
Agents get help before they ask, shortening the time spent on every ticket.
Context-aware suggestions ensure agents say the right thing, the first time.
Junior agents resolve more issues without escalation thanks to guided flows.
Dynamic templates ensure brand and compliance alignment on every response.
Password resets or IT routing
→ Auto-fill routing forms based on the ticket type
Refund approvals
→ Auto-surface policy and initiate backend triggers
Account troubleshooting
→ Suggest KB article + start Jira workflow for engineering handoff
| Challenge | Impact |
|---|---|
| Context switching | Agents spend time navigating other tabs |
| Long resolution times | AHT increases, leading to poor CSAT |
| Training bottlenecks | New agents struggle without in-flow help |
| Over-reliance on memory | Agents forget processes or make errors |