Agent Assist
What is Agent Assist?
Upstream Works Agent Assist provides real-time, AI-powered guidance to agents across channels. Integrate with the AI application of your choice to power conversation summaries, transcriptions, customer sentiment and intent, and integration with knowledge.
Agent assist tools run alongside a live conversation and surface help while the agent is still working the contact. Common functions include real-time transcription, automatic summaries at wrap-up, sentiment and intent detection, and suggested knowledge articles or next steps. The aim is to reduce the time agents spend searching, typing notes or putting customers on hold, and to make answers more consistent across a team.
Buyers usually evaluate agent assist on how well it fits existing systems: which AI services it can connect to, which channels it covers, and whether guidance draws from governed, approved content. Typical measures include handle time, after-call work, first-contact resolution and quality scores, along with how often agents actually accept the suggestions they are shown.
Related: AI assist, Contact center knowledge base, Customer sentiment, UW Knowledge Assist.