Product FAQs

What is Agent Assist Contact Center Solutions?

Agent Assist Contact Center Solutions, is a real-time support solution from NiCE that empowers agents during every customer interaction. It listens to conversations as they happen, understands intent, and delivers intelligent guidance—so agents can respond faster, with more accuracy and confidence.

It’s like giving every agent a smart, AI-powered co-pilot—always listening, always helping, always on.

How does it work?

Agent Assist Contact Center Solutions, integrates directly into the agent desktop within the NiCE CXone platform. As the conversation unfolds, it:

  • Understands the customer’s intent and emotional tone
  • Recommends the next best action or response
  • Surfaces relevant knowledge articles, scripts, and workflows
  • Highlights compliance requirements in real time
  • Automates repetitive post-call tasks like summarization

This isn’t just AI layered on top. It’s deeply embedded, domain-specific support that adapts to every situation in the moment.

What benefits does it deliver?

Agent Assist helps drive performance, productivity, and consistency across every channel and team:

  • Shorter handle times by reducing the need to search for answers
  • Higher first contact resolution through real-time, guided workflows
  • Improved agent confidence by minimizing guesswork
  • Increased compliance through prompts and reminders
  • Better coaching with visibility into how agents use AI guidance

Every agent becomes more capable, and every conversation becomes more effective.

Who is it built for?

Agent Assist Contact Center Solutions, is designed for any business that wants to:

  • Support high call volumes without sacrificing quality
  • Standardize service across large or distributed teams
  • Empower new or less experienced agents with real-time help
  • Eliminate errors caused by manual searching or slow systems

Whether you're in healthcare, finance, retail, or public service—Agent Assist makes every agent your best agent.

How does this create a NiCE world?

In a NiCE world, agents don’t struggle—they succeed. With real-time support and AI-driven guidance, they’re confident, prepared, and ready for anything.

Agent Assist Contact Center Solutions, helps you create a support environment where problems are solved before they escalate, and where agents are always one step ahead.

Create an empowered world, where agents thrive—and customers notice.

See how it works in action

Want to see Agent Assist Contact Center Solutions, in action?

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