Real-time AI guidance for every agent conversation.
Real-time AI agent assist for contact centers. Contextual customer information, recommended responses, compliance flagging, and live coaching — all in the unified agent desktop.
AGENT ASSIST · 98% confidence
Bill increased because of a one-time usage overage. Suggest: explain the overage clearly, offer the "Peak Protect" upgrade for $8/mo to prevent future surprises.
Real-time support that helps agents during every conversation.
Agent assist is the rare AI tool agents ask to keep. It transcribes, classifies intent, pulls policy, drafts the response, and writes the wrap-up — so the agent keeps the conversation and the platform does the paperwork.
Who Agent Assist helps
Agents
Get live guidance, recommended responses, and faster wrap-up.
Supervisors
See risk signals, coaching opportunities, and agent performance patterns.
QA teams
Review exceptions instead of manually sampling a small number of calls.
Compliance teams
Track risky phrases, required disclosures, and audit evidence.
Operations leaders
Improve training, consistency, productivity, and agent retention.
Real-time help, grounded in your playbook.
Sub-200ms partials over WebRTC
Live transcription with speaker diarization. Agents see what the caller said, re-read the phrase they missed, and the supervisor reviewing the call has the text in front of them by wrap-up.
- Sub-200ms partial transcripts
- Speaker diarization on voice
- Transcripts available on-demand for QA
Policy grounded in your KB
Intent classification routes to the right playbook. Retrieval pulls from your knowledge base — not a foundation model's memory. Citations back to the source document, so agents can verify before they quote.
- Intent classification per interaction
- Retrieval grounded in your KB
- Citations to the source document
Suggestions, not autopilot
The platform suggests the response or action; the agent decides. Applied credit, offer retention, escalate to supervisor — each with a one-click execution path that logs the choice for QA.
- Suggested responses and actions
- One-click application to the conversation
- Full decision audit log
Flags compliance risks while the conversation is still happening
Real-time flagging of HIPAA-sensitive phrases, TCPA consent gaps, unscripted disclosures. Supervisors see risk in the moment, not after the recording has been archived.
- Configurable compliance rules
- Real-time supervisor alerts
- Per-industry rule libraries
Notes drafted before the call ends
AI-drafted disposition codes, wrap-up notes, and next-touch recommendations. Agents edit and sign, rather than compose from scratch — which cuts wrap time and improves note quality at the same time.
- AI-drafted disposition and notes
- Cuts wrap time measurably
- Improves note quality and searchability
100% scored, not 3%
Your QA rubric applied automatically to every call. Human QA focuses on outliers, supervisors coach from patterns, and your sampling model becomes 'all of them.'
- 100% automated QA coverage
- Rubric-based scoring with human override
- Exception queues for targeted review
How SingleComm Agent Assist works
- 01The customer starts a conversation.
- 02AI transcribes the interaction in real time.
- 03AI detects intent, sentiment, and key details.
- 04Relevant knowledge base articles or scripts are surfaced.
- 05The agent receives suggested responses or next-best actions.
- 06Compliance risks are flagged during the conversation.
- 07AI drafts wrap-up notes and disposition codes after the call.
- 08QA scoring and coaching insights are created automatically.
Agent assist earns its keep when agents notice they're doing more of what they came here for — helping the customer — and less of what they didn't — re-keying notes, hunting in the knowledge base, worrying about whether the compliance script covered the edge case. The best measure is retention: teams on SingleComm agent assist keep agents longer, because the job got better.
Guides & deep dives.
Reducing after-call work — how AI-drafted notes cut wrap time without cutting corners
After-call work is the most automatable minutes in the contact center. AI-drafted wrap-up notes, edit-and-sign workflows, and the metrics that prove the notes got better, not just faster.
Read →Solutions · GuideAgent assist buyer's guide — what separates real-time help from a demo trick
Transcription latency, KB-grounded retrieval, suggestion vs. autopilot, compliance flagging, and wrap-up automation — the five capabilities that matter, and the questions that expose vendors who can't deliver them.
Read →Solutions · GuideSkills-based routing design — getting the right agent without building a maze
Skill taxonomies, rank vs. percentage allocation, VIP pass-through, language and compliance routing, and the over-segmentation trap that quietly destroys service levels.
Read →