In every call centre, agents balance a complex mix of tasks: understanding the customer’s problem, remembering campaign details, following scripts, and meeting compliance rules. Even the most experienced agents can miss something important under pressure. One forgotten disclosure or unmentioned offer can impact sales results and, in regulated industries, even lead to compliance breaches. This is where real-time support becomes essential.
Traditional quality monitoring reviews calls only after they end. Agent Assist brings help directly into the conversation, guiding agents at the exact moment they need it. With on-screen prompts and reminders, the system keeps every call aligned with your company’s goals and standards, without disrupting the natural flow of the discussion.
Real-time support from Agent Assist ensures that the right action happens at the right time, turning what used to be coaching after the fact into guidance during the moment.
What Agent Assist does
At its core, Agent Assist is designed to listen, understand, and respond. It transcribes conversations as they happen and compares what’s being said against your campaign, policy, and compliance data. When it detects that a key element hasn’t been mentioned – for example, a campaign offer or a mandatory phrase – it sends a short on-screen reminder directly to the agent.
This is practical real-time support at work. It doesn’t interrupt or overwhelm the agent; it simply provides timely nudges that keep the call on track. What those nudges are, is up to the design of AI Agents that are added to the real-time chat the Agent sees. For example:
- If a campaign offer hasn’t been mentioned halfway through the call, a reminder appears with the correct talking points.
- If a compliance phrase is missing, a short prompt shows exactly what needs to be said.
- If the customer shows interest in another service, the system may suggest an upsell or upgrade.
These interventions happen instantly, ensuring that agents never miss critical steps. Over time, this consistency strengthens both sales outcomes and customer trust.
By embedding real-time support directly into the workflow, Agent Assist helps agents focus on the conversation, not the checklist.
Results from real-time support
When companies introduce Agent Assist, they see measurable changes across performance, compliance, and confidence.
- Sales performance: Campaigns are mentioned more consistently, and agents naturally promote offers at the right time, increasing conversion rates.
- Compliance adherence: Agents remember disclosures, terms, and conditions because the system reminds them during the call — not after.
- Agent confidence: New hires feel supported from day one, receiving gentle real-time guidance that helps them perform at the same level as experienced colleagues.
The effect of this assistance to the agents extends beyond the call itself. By reducing the number of post-call corrections, managers spend less time reviewing errors and more time focusing on development. Agents learn faster, and customer satisfaction rises as calls become smoother and more consistent.
Data-driven improvement
Agent Assist doesn’t stop when the call ends. It connects with Leadstream analytics, creating a complete view of every interaction. You can see where prompts were followed, which campaigns were mentioned, and how these factors affected conversion or satisfaction.
This combination of real-time support and post-call insight creates a powerful feedback loop.
Training teams can adjust scripts, campaign managers can refine messages, and compliance teams can focus on the right issues. It turns data into improvement, not just reporting.
A better experience for everyone
When real-time support becomes part of daily operations, the impact is felt across the organisation. Customers experience professional, confident service from agents who always have the right information. Agents feel less stress knowing they have help when it matters most. And managers gain transparency without needing to micromanage.
Agent Assist creates a working environment where guidance replaces guesswork and consistency becomes second nature. It’s a simple idea with big results — because when support happens in real time, performance improves in real time too.
Our tools give teams clarity on quality and processes. They are not used for individual performance reviews or employment decisions.
Get in touch to find out more.
