Real-time summary
Keep the customer’s request, important details and current decision visible as the conversation develops.
AGENT ASSIST
Give your team the full picture, live.
When a conversation needs a person, Concierge brings your team in — and then it stays. It listens alongside them, summarises the conversation while it is still happening, suggests the next response, and writes the call notes afterwards. A handover is not an exit.
AGENT ASSIST · ILLUSTRATIVE
Appointment support
LIVE SUMMARY
Customer needs to move Thursday's appointment to Friday morning and would like a confirmation by SMS.
Identity confirmed
Appointment located
Preferred time captured
RESPONSE RECOMMENDATION
“Friday at 09:30 is available. Would you like me to reserve it and send the updated confirmation?”
POST-CALL RECORD
Note and next actions prepared for agent review.
Live intelligence
Useful context, while the conversation is happening.
Agent Assist organises the signals around a live call so the person speaking with the customer can stay focused on the conversation.
Response recommendations
Surface the next useful question or approved response while the agent decides what to say.
Automated post-call documentation
Prepare a structured note, outcome and next actions for review when the conversation ends.
HUMAN + AI
The human stays in control.
Agent Assist is a working surface for your team. It presents context and recommendations, while the agent decides what to say, what to record and when to escalate.
- Recommendations remain visible as suggestions.
- Agents can correct the prepared record before it moves forward.
- Sensitive decisions stay with the people and policies you assign.
One continuous view
Before, during and after the call.
The same operational context follows the conversation so the next action does not depend on someone reconstructing what happened.
- BEFORE
Bring the context forward.
Give the agent the customer, case and relevant workflow context before the conversation begins.
- DURING
Keep the important details visible.
Summarise the live conversation and suggest helpful next actions without interrupting the agent.
- AFTER
Prepare the operational record.
Turn the conversation into a reviewable note, outcome and follow-up so the next person has the full picture.