What is an Agent Assist?

An Agent Assist is an AI-powered virtual assistant that supports contact center agents in real-time. It analyzes voice or text conversations between an agent and a customer, then suggests responses, displays relevant information, and automates certain tasks. The goal is to enhance productivity, service quality, and customer satisfaction.

How does the Agent Assist function work?

Agent Assist is based on conversational AI models capable of understanding natural language (NLP). By analyzing live exchange content, it recommends the best responses, provides the appropriate product sheets or internal procedures, and can automatically initiate actions in the CRM or other connected tools. This allows agents to focus on what truly matters: customer relations.

What are the benefits of an Agent Assist for businesses?

The benefits of an Agent Assist are numerous: • +30 to +50% productivity per agent. • Reduced average handling time (AHT). • Improved first contact resolution (FCR). • Enhanced customer satisfaction (CSAT). • Decreased turnover due to smoother support and less stress for agents.

What tasks can Agent Assist automate?

Agent Assist can automate several recurring operations: • Searching for information in internal databases. • Generating standardized responses. • Automatically filling out or updating client records. • Triggering workflows (ticket creation, email sending, internal notification). • Drafting call reports thanks to AI transcription and synthesis.

Does the Agent Assist integrate with my CRM or existing tools?

Yes. ViaDialog's Agent Assist seamlessly integrates with your existing environments: CRM (Salesforce, HubSpot, Odoo…), ERP, ticketing tools (Zendesk, Freshdesk), or communication platforms (Genesys, Avaya, Twilio, etc.). This omnichannel integration enables instant access to customer data without leaving the call screen.

Is it possible to customize Agent Assist according to our needs?

Absolutely. Agent Assist is fully customizable: vocabulary, response scenarios, integrations, communication tone, languages, etc. The tool can be trained on your own data (internal scripts, knowledge base, CRM) to deliver a brand and process compliant experience.

Does Agent Assist require training for agents?

Initial training is recommended to maximize adoption and performance. However, the ViaDialog solution is designed to be intuitive and plug & play, with an ergonomic interface that adapts to all work environments. Agents typically take charge of the tool within a few hours.

Is Agent Assist compatible with both voice and digital channels?

Yes. Agent Assist works equally well on phone calls, chats, emails, WhatsApp, or social media. It analyzes each interaction in real time, regardless of the channel, and suggests the most relevant response for the agent.

How does Agent Assist manage data privacy and security?

ViaDialog is hosted in France on infrastructures compliant with GDPR and ISO 27001 standards. Customer data is encrypted, and no sensitive content is used without consent. The AI operates within a sovereign and secure framework, ensuring the confidentiality of exchanges.

What are the upcoming developments for Agent Assist?

Agent Assist is continuously advancing through generative AI and machine learning advancements. Soon, it will be able to: • Predict customer needs before they are articulated. • Offer fully drafted responses via generative AI. • Support managers with automated insights on performance and interaction quality.

How does Agent Assist differ from a chatbot?

The chatbot interacts directly with the customer, while the Agent Assist supports the human agent in the background. It doesn't replace the advisor; it enhances them. It's an AI copilot for support and customer relations teams.

Why choose ViaDialog's Agent Assist?

Because it combines performance, sovereignty, and simplicity: • Quick deployment without complex development. • AI trained on your business data. • Compatible with your existing tools. • Interface designed for French and European contact centers. • Local support and human assistance.