Real-Time AI Agent Guidance. Smarter Automation. Better CX.
Give agents the AI support they need in real time with intelligent recommendations and automated workflows. Upstream Works AI Agent Assist provides insights and guidance to agents across channels and interactions, enabling fast resolutions, exceptional customer experiences and lasting loyalty.
Deliver Smarter, Faster Resolutions with AI Agent Assist
Today's contact centers need more than basic automation. Agents need real-time support to resolve interactions faster, reduce effort, and deliver consistent customer experiences across channels.
Upstream Works AI Agent Assist delivers automated contextual guidance directly within the agent desktop, empowering organizations to improve agent productivity, Average Handle Time (AHT), First Contact Resolution (FCR) and customer satisfaction (CSAT).
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Empower Agents with AI-Powered Real-Time Guidance
AI-powered real-time guidance and insights enable agents to deliver faster resolutions and smarter customer interactions.
The result is faster resolutions, reduced agent workload, and personalized customer engagements at scale.
Customer intent detection
Customer and agent sentiment analysis
Conversation summaries
Real-time transcriptions and translations
Knowledge recommendations
Why Choose Upstream Works AI Agent Assist
Accelerate Agent Onboarding
Reduce training time with real-time guidance and automated workflows, improving agent performance.
Streamline Agent Workflows
Simplify daily tasks and reduce operational friction, allowing agents to handle more with less effort.
Enhance Experiences
Improve responsiveness, help resolve customer issues faster, and deliver more personalized engagements at scale.
Deploy On-Premise or Cloud
Deploy AI Agent Assist and advanced contact center AI solutions across on-premise, cloud or hybrid environments.
Transform Agent Productivity with AI-Powered Contact Center Solutions
The Upstream Works Agent Assist panel provides a dedicated workspace within the unified omnichannel agent desktop, giving agents real-time AI insights and the contextual information they need without disrupting their workflows. Improve operational efficiency while enabling human-AI engagements — offering efficient resolutions across channels.
Sentiment & Intent
in Real-Time
Automatically interprets agent and customer sentiment and customer intent in real time to help agents respond more effectively and be fully engaged with the customer.
Conversation Summaries
in Seconds
AI Agent Assist automates real-time conversation summaries to help agents focus on resolution, reduce after-call work, and improve accuracy and efficiency.
Effortless Live Call Transcriptions
Automatically transcribes audio conversations to eliminate manual notetaking and improve accuracy so agents can spend more time helping customers and drive faster resolutions.
Real-Time Multilingual Translations
Enables truly global support by removing language barriers with real-time translations, helping agents resolve issues without delay or miscommunication.
Seamless AI-to-Agent
Handoffs
Supports smooth transitions between AI bots and live agents with full transcripts and context, so agents can continue interactions without repetition or disruption.
Smart Knowledge
Responses
Provides agents with relevant knowledge and context during live customer interactions to improve response speed, accuracy and consistency across every conversation.
Flexible AI Orchestration with Omni AI Hub
The Upstream Works Omni AI Hub is a centralized AI orchestration framework that helps enterprises operationalize AI across on-premise, cloud and hybrid contact center.
Omni AI Hub gives businesses the flexibility to integrate with any of the applications included in our AI ecosystem or the AI applications of their choice — including Upstream Works AI.
Power customer self-service, AI Agent Assist, Assist knowledge and AI performance analytics with Upstream Works Omni AI Hub for connected, personalized service at scale.
Accelerate adoption of contact center AI solutions
Maintain existing infrastructure investments
Standardize AI experiences across channels
Simplify AI management and orchestration
Frequently Asked Questions (FAQs) About AI Agent Assist
What is AI Agent Assist?
AI Agent Assist is an AI-powered solution that provides automated guidance to contact center agents in real time during customer interactions. Capabilities can include conversation summaries, sentiment analysis, intent detection, transcriptions and knowledge recommendations to improve agent productivity, reduce Average Handle Time (AHT), increase First Contact Resolution (FCR) and enhance customer satisfaction.
What is AI orchestration in a contact center?
AI orchestration in a contact center is the process of seamlessly connecting and adapting multiple AI models and capabilities to support diverse use cases, automate and improve customer interactions, streamline workflows, optimize operations and enhance agent performance.
Can Upstream Works contact center solutions integrate with third-party AI providers?
Yes. Upstream Works Omni AI Hub offers a flexible architecture that supports Upstream Works AI models and third-party AI providers for a wide range of use cases while ensuring security, compliance, scalability and resilience.
Does Upstream Works support on-premise and cloud contact centers?
Yes. Upstream Works AI Agent Assist and Omni AI Hub offer flexible deployment options, including on-premise, hybrid or cloud contact center environments with enterprise-grade security and compliance aligned with SOC 2 and HIPAA standards.
How does real-time agent guidance improve contact center metrics?
AI-powered contact center agent guidance directly minimizes cognitive overload for human agents. By surfacing live customer and agent sentiment, customer intent, and providing instant guidance and insights, agents are more productive and resolve issues faster. This decreases Average Handle Time (AHT), dramatically boosts First Contact Resolution (FCR) rates, and enables superior customer experiences.
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