In customer experience, every second counts. Agents are expected to resolve complex issues, empathize with customers, and follow compliance rules, all while navigating multiple systems and processes. The pressure is real, and without the right support, even the most skilled agents struggle to deliver consistent, high-quality service. This is where AI-driven Agent Assist from RADIUS steps in. Acting as a real-time co-pilot, it equips agents with the guidance, insights, and automation they need to deliver faster, smarter, and more empathetic support across every channel. This is where According to Deloitte, contact centers that integrate AI assistants see a 20-30% increase in first contact resolution and a 15% reduction in average handle time.
Key Features of RADIUS Agent Assist
1. Real-Time Guidance & Coaching
Agents receive live, contextual coaching during interactions, helping them handle challenging situations with confidence. Prompts guide tone, empathy, and escalation—making even new agents feel seasoned.
2. AI-Recommended Response Suggestions
Instead of pausing to search, RADIUS recommends or drafts ready-to-send responses and guides agents with contextual knowledge pulled from knowledge bases, CRM, documentation, and more tailored to the customer’s query.
3. Knowledge Base Integration
RADIUS surfaces relevant articles, troubleshooting steps, customer history, and product documentation from connected knowledge bases instantly, ensuring agents always have the right answer at the right time.
4. Call Transcription
Conversations are transcribed in real time for post-call notes, QA, and reporting. This reduces manual effort and ensures accurate documentation.
5. Sentiment Analysis
Customer and agent sentiment are continuously tracked, with real-time scoring that highlights emotional shifts. Supervisors can intervene before issues escalate, and agents can adjust their tone proactively.
6. Compliance & QA Support
RADIUS ensures agents follow compliance rules and best practices through live prompts and automated checks. This reduces errors, minimizes risk, and improves overall quality assurance.
7. Intent Recognition & Analysis
By identifying customer intent mid-conversation, RADIUS predicts next steps and recommends the best possible resolution path—streamlining the interaction for both agent and customer.
8. Real-Time Translation (RTT)
Language is no longer a barrier. With native real-time translation, agents can engage customers in their preferred language while maintaining a natural conversation flow.
The Business Impact
AI-driven Agent Assist isn’t just about making an agent’s job easier—it transforms the entire customer experience. By providing real-time prompts, automated workflows, and instant access to knowledge, it enables faster resolution and significantly reduces handling time. Contextual support ensures higher first-contact resolution, while customers feel heard and valued through more empathetic service, driving improved CSAT and NPS scores. New agents ramp up quickly with built-in coaching and AI-guided workflows, lowering training time, and automated monitoring strengthens compliance and QA by reducing errors and maintaining consistent service standards.
Redefining the Agent Experience
With RADIUS Agent Assist, agents are no longer left to struggle with siloed systems and overwhelming pressure. Instead, they gain a real-time AI partner that guides, supports, and automates where it matters most. The result? Stronger customer relationships, higher operational efficiency, and empowered agents who can focus on what truly matters: that is, creating meaningful experiences.
Frequently Asked Questions (FAQs)
Q1. How does AI-driven Agent Assist improve both agent productivity and customer experience simultaneously?
By reducing cognitive load on agents through instant prompts, contextual knowledge, and automation, RADIUS frees them to focus on empathy and problem-solving. This results in faster resolution, more accurate responses, and better customer satisfaction in the same interaction.
Q2. Does Agent Assist replace human agents?
No. RADIUS Agent Assist is designed to augment human intelligence, not replace it. It acts as a co-pilot, guiding, recommending, and automating tasks, while leaving empathy, judgment, and personal connection to the agent.
Q3. Can Agent Assist adapt to industry-specific processes?
Yes. Through customizable workflows and knowledge base integration, RADIUS tailors prompts, responses, and compliance checks for verticals like banking, healthcare, utilities, and retail, ensuring relevance and accuracy in each domain.
Q4. What makes RADIUS Agent Assist different from others?
Unlike point solutions, RADIUS integrates omnichannel orchestration, customer journey, real-time sentiment, compliance monitoring, knowledge search, and auto-QA into a single platform. Combined with its AI-agnostic design, it ensures enterprises get a complete ecosystem for agent empowerment.
Also Read: Feel the Pulse of Every Customer Conversation: Real-Time Sentiment Analysis with RADIUS