Agent Assist
AI that supports a human agent in real time — suggesting replies, surfacing knowledge, drafting summaries — without acting on its own.
Agent assist keeps a person in the loop. It drafts a suggested response, pulls the relevant article, summarises a long thread, or flags sentiment, and the agent decides what to send. It is the lower-risk half of support AI because a human still owns every customer-facing action.
Value shows up as reduced handle time and more consistent quality, when the suggestions are good enough to accept.
What it hides: assist tools are only useful if agents trust and use them; a stream of mediocre suggestions becomes noise that slows people down. And time saved on drafting can evaporate into time spent verifying, so measure accepted-suggestion rate and downstream quality, not just adoption. Contrast with autonomous resolution.