In-Call Assist
Real-time agent assist: next-best-action, knowledge surfacing, auto-notes.
AiCX's In-Call Assist practice deploys real-time agent assist — next-best-action prompts, knowledge surfacing, compliance prompts, automatic note-taking, and live coaching — that meaningfully changes how agents perform on every call.
The technology has matured quickly. Modern agent assist combines real-time speech-to-text, LLM-driven intent and entity understanding, retrieval-augmented knowledge, and screen-aware automation to give agents the right information at the right moment — without the agent having to search for it.
We deploy across the major agent assist platforms (Cresta, Observe.AI, Level AI, Cogito, Uniphore, Genesys, NICE Enlighten) and build custom assist on modern LLM stacks where platforms don't fit. The result: 25–40% AHT reduction, measurable lift in FCR and conversion, and dramatically faster new-agent productivity.
The difference is in how we run the program — not the deck.
Plenty of vendors can quote you a seat. Few can deliver an outcome. Here's what changes when AiCX runs your in-call assist program.
Real-time knowledge surfacing
RAG-grounded answers surfaced in the moment — not after the customer has hung up.
Next-best-action prompts
ML-driven NBA prompts based on context, intent, and customer history.
Compliance in the moment
Missed disclosures and prohibited language flagged in real time, not in QA.
Automatic note-taking
LLM-generated call summaries and CRM updates eliminate post-call wrap.
Live coaching
Supervisors see real-time coaching opportunities and intervene in the moment.
Multi-platform expertise
Cresta, Observe.AI, Level AI, Cogito, Uniphore, Genesys, NICE — and custom builds.
Everything you need on day one — built in.
A in-call assist program from AiCX ships with the operational scaffolding most clients spend quarters trying to assemble in-house.
- Real-time speech-to-text and intent detection
- RAG-grounded knowledge surfacing
- Next-best-action recommendations
- Compliance and prohibited-language alerts
- Sentiment and tone monitoring
- Live coaching and supervisor assist
- Automatic call summarization
- Automatic CRM/ticket updates
- Screen automation (RPA + assist)
- Bilingual real-time translation
- A/B testing of assist patterns
- Outcome attribution and ROI reporting
How teams put in-call assist to work.
Agent assist for a 1,200-seat sales floor
Real-time objection handling and NBA prompts lifted close rate 27% and reduced new-agent ramp time from 12 to 7 weeks.
Compliance + assist for a top-10 issuer
Real-time disclosure prompts cut compliance violations 78% while LLM summarization eliminated 90 seconds of after-call work per call.
Member service assist
RAG-grounded knowledge surfacing lifted FCR 11 points and cut AHT 28% across a 600-agent member service operation.
Common questions about In-Call Assist.
Don't see your question? Talk to our solutioning team — we'll walk you through pricing, footprint, and ramp options for your specific program.
Related services
AI Applications & Managed Services
LLM assistants, RAG pipelines, classification models — operated as a service.
API Integration Tools
Pre-built and custom integrations across CCaaS, CRM, ticketing, and telephony.
BOT Development
Conversational and task-automation bots with ongoing tuning.
Ready to deploy In-Call Assist?
Schedule a 30-minute working session with our solutioning team — bring your KPIs, leave with a delivery plan.