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AI USE CASE
Real-time agent assist
Coach every support agent in real time with suggested replies and knowledge.
What it is
While the agent is in a chat or call, an AI sidebar suggests answers grounded in your knowledge base, surfaces similar past tickets and drafts replies. Average handle time drops 20–35% and new-hire ramp shortens by half.
Data you need
Knowledge base, ticket history with resolutions, helpdesk webhooks.
Required systems
- helpdesk
Why it works
- Show source citation beside every suggestion
- Sub-2-second latency requirement on day one
How this goes wrong
- Agents accept suggestions blindly and propagate errors
- Latency that breaks conversation flow
When NOT to do this
Don't deploy where regulatory scripts must be word-perfect — controls are tighter.
Vendors to consider
This use case is part of a larger Data & AI catalog built from 50+ enterprise transformation programs. Take the free diagnostic to see how it ranks against your specific context.