An agent often handles multiple streams at once. SquAire Agent Assist takes on the complexity of the live interaction so your team can focus on what matters: the customer.
A successful interaction rests on three key pillars, activated at the exact moment the agent needs them: the right information, the right action and full compliance.
This is exactly what SquAire Agent Assist delivers. Our solution supports your teams in real time through contextual assistance built directly into their work tool.
Six capabilities, active during the call, without switching tools.
The conversation is transcribed automatically, in real time.
The right offer, at the right time, on the right topic, without the agent having to figure it out alone.
Compliance with your interaction guidelines is tracked live during the call.
The agent instantly accesses the procedures, answers and information they need during the conversation.
The assistant identifies key signals, steps to follow and recommended actions in real time.
The call summary is generated automatically: configurable, editable and ready to integrate into the CRM.
Agent Assist automatically transcribes the conversation.
Agent Assist surfaces the relevant knowledge and procedures.
Agent Assist suggests the actions, offers or recommendations suited to the context.
Agent Assist tracks the key steps and compliance points.
Agent Assist identifies the important elements of the conversation and recommends the right actions in real time.
Agent Assist has already prepared the call summary.
Agent Assist does not just assist agents. Business teams can manage the models, knowledge, checklists, permissions and rules used by the AI.
Configure AI models, knowledge bases, business checklists and usage rules. Track usage, incidents and user feedback from a dedicated management interface.
Agents can rate the relevance of suggestions, flag an inappropriate recommendation or suggest an improvement directly from the interface. This feedback continuously refines the models and business rules.
Adjust the assistant’s behavior without any development, and follow streaming activity live.
See what was followed during the conversation and go back to a call to analyze it afterwards.
Agent Assist integrates with your existing CCaaS, whichever it is, via a widget.
Prompts, checklists and settings are managed directly by users, with no development.
Developed by Armatis Technology, designed for operational performance, compliance, data security and integration with your existing ecosystem.
Data control, flexible hosting and regulatory compliance, whatever your context.
The right information surfaces at the right moment.
Call summary generated automatically after the call.
Completed steps displayed in real time.
Greater ease with everyday tools.
Yes. The solution is designed to integrate into your existing work environment and can run as a widget connected to your contact center platform, your CRM or your business applications.
Yes. Business teams can configure the models, knowledge sources, checklists, business rules and assistance settings to adapt the solution to their processes and environment.
There is no universal definition that distinguishes the two terms. In the customer service market, they generally refer to a real-time assistance solution intended for agents. SquAire Agent Assist is an AI copilot designed to help teams access the right information, apply best practices and work more efficiently during every interaction.
SquAire relies on an approach that favors open technologies, European hosting and regulatory compliance. Teams have governance, access control and usage tracking mechanisms to keep control of their data and their AI models.
Agents can rate the suggestions provided, flag inappropriate recommendations and share their feedback. This input helps progressively improve the models, the business rules and the relevance of the assistance delivered.
A chatbot interacts directly with the customer to answer their requests autonomously. It is designed to automate all or part of the conversation without human intervention.
An Agent Assist steps in when the agent is handling the exchange. Its role is not to replace people, but to support them in real time by suggesting the right information, the procedures to follow, the next actions or an automatic summary of the interaction.
In short, the chatbot assists the customer. The Agent Assist assists the agent. SquAire Agent Assist was designed to help teams gain efficiency, response quality and compliance, while preserving the value of the human relationship.
An Agent Assist is an AI assistant that supports agents during their interactions. It analyzes the context of the conversation in real time and surfaces the information, recommendations and actions that are useful at the moment they are needed.
SquAire Agent Assist is particularly well suited to organizations that want to improve the quality of interactions, reduce agents’ administrative tasks or ensure their business processes are applied consistently.
If your teams need to access information quickly, follow compliance steps, apply complex procedures or handle a high volume of interactions, Agent Assist can support them in real time with contextualized recommendations, business checklists and automatic call summary generation.
During a demo, our teams analyze your challenges, customer journeys and existing tools to identify the most relevant use cases for your organization.
During the interaction, SquAire Agent Assist can transcribe conversations, suggest relevant answers or content, display business checklists, recommend next actions and automatically generate a call summary.
No. Its role is to assist agents, not to replace them. By automating certain search, verification or reporting tasks, it lets them spend more time listening, resolving requests and building the customer relationship.
The tool can display contextual checklists tailored to your business processes and regulatory requirements. Key steps are tracked during the conversation to help agents follow the procedures defined by your organization.
A knowledge base lets agents search for information. An Agent Assist goes further: it identifies the context of the conversation and automatically suggests the relevant information, procedures or recommendations without interrupting the exchange with the customer.
SquAire Agent Assist supports your agents in real time to help them find the right information, follow your interaction rules and reduce the time spent on post-call work.
