Real-time agent assist AI listens to customer interactions and surfaces relevant knowledge, suggested responses, compliance reminders, and next best actions in real time — giving every agent the support of a seasoned expert without requiring them to search for help manually.
The best agents are effective because they know where to look, what to say, and when to escalate. Real-time agent assist brings that expertise to every agent, on every call, from day one — dramatically compressing the time-to-proficiency curve and improving consistency across the contact center.
Every engagement follows a structured process — from discovery and vendor evaluation to pilot design and scale — adapted to the specific constraints and maturity of your organization.
We identify the specific assist moments that have the highest value in your interaction types — knowledge retrieval, objection handling, compliance reminders, next best action, escalation guidance — and prioritize the development of each.
We evaluate real-time assist platforms — Cresta, Level AI, Cogito, Genesys Agent Assist, Google CCAI Agent Assist — against your contact center platform, interaction types, and assist objectives.
Real-time assist is only as good as the knowledge it can surface. We design the knowledge base integration and retrieval architecture that gives the assist system access to accurate, current product and policy information.
Assist tools that add cognitive load or interrupt natural conversation flow don't get used. We design the agent desktop integration and UX that makes assist feel like a natural extension of the agent's workflow.
These are the evaluation dimensions that consistently separate successful deployments from expensive pilots that never reach production scale.
Irrelevant or incorrect suggestions are worse than no suggestions — they interrupt agent focus and erode trust. Validate suggestion accuracy on your specific interaction types before deployment.
Real-time suggestions must appear within the natural conversation flow — typically within 1-2 seconds of the triggering utterance. Evaluate processing latency under realistic concurrent load.
Assist suggestions must surface in the agent's existing workspace — not require them to switch to a separate application. Evaluate integration with your specific agent desktop platform.
The quality of suggestions depends on the quality and currency of the underlying knowledge. Evaluate how the platform integrates with your knowledge management system and handles knowledge updates.
Compliance reminders must fire reliably when required disclosures or prohibited topics are detected — not trigger false positives that create alert fatigue. Validate compliance trigger accuracy on representative interactions.
Real-time assist generates rich data about interaction patterns, knowledge gaps, and agent performance. Evaluate manager-facing analytics capabilities that leverage this data for coaching and process improvement.
"RLM brought structure to a process we didn't know how to start. They asked the right questions, surfaced the right vendors, and kept us from making decisions we would have regretted."
"What set RLM apart was that they didn't have a preferred answer. They evaluated our options honestly and told us what they actually thought."
Start with a no-cost conversation with an RLM AI advisor — vendor neutral, no agenda, just clarity.
Speak to an Advisor