The same AI, working behind our people
Agent Assist runs alongside our team while they handle your calls. It reads each conversation as it happens, brings up the right information at the right moment, and takes the routine load off the agent so their attention stays on the caller. It is built into our live answering service as standard. The call is still handled by a real person; the AI just makes that person faster and more accurate.
How it helps on every call
Working in the background, Agent Assist gives the agent context and suggested next steps in real time. That means:
- Faster calls, with less time spent searching for an answer
- Details captured accurately the first time
- A consistent standard across every agent and every shift
- New team members up to speed sooner
What it does
Captures the details, cleanly
Names, contact details and the specifics of the enquiry, prompted in real time so nothing important is missed and there is less to fix afterwards.
Reads the call and points the way
It picks up the intent and urgency of a call and guides the agent to the right next step, so enquiries are handled in the right order and sent to the right place.
Answers at the agent’s elbow
On-screen suggestions and quick access to your FAQs, so common questions get a quick, accurate answer delivered in a normal human way.
For your customers and our team
For your customers it means quicker calls, accurate information, and a professional experience every time. For our agents it means less mental load, more confidence on the hard calls, and a better day at work. Better for both ends of the line.
On your terms
Agent Assist is included as standard. If your business would rather we handle calls fully manually, for data or policy reasons, tell us and we will switch it off for your account.
Quality on every call, not just a sample
AI reviews the calls. Our people act on what it finds.
Most quality programs check a handful of calls and hope they are representative. Ours reviews every one. Our AI listens across all calls, in real time or afterwards, scores them against the standards we agree with you, and gives our team a clear picture of what is working and what needs attention. The review is automated. The improvement is run by people.
What it does
Reviews every inbound and outbound call, not a random sample
- Scores calls against the standards set for your account
- Flags compliance risks, missed steps and missed opportunities
- Tracks performance consistently, without the bias of spot checks
- Surfaces trends, sentiment and recurring issues so we can fix the cause, not the symptom
Why it matters
A small sample tells you very little. Full coverage means issues get caught sooner, standards hold steady as volume grows, and your customers get a more consistent experience, all without adding a layer of manual checking.
On your terms
You can switch QA on across all calls or selected ones, or have it apply by default with specific conversations, teams or sensitive areas excluded. It is built to fit your internal policies and any regulations you work under, with the call data encrypted, access controlled, and sensitive details masked in transcripts. That suits regulated work in particular: healthcare, legal, financial services.
