How can AI agents safely support agents during live interactions?

Safe deployment of AI agent assist requires that the AI augment rather than override human judgment during live interactions. Recommendations should be clearly presented as suggestions, with the agent retaining full control over what to say and do. Confidence thresholds ensure that low-certainty recommendations are either suppressed or clearly flagged as uncertain, preventing agents from acting on unreliable guidance. Compliance monitoring should err toward flagging borderline cases for agent awareness rather than making autonomous decisions about regulatory matters. Continuous accuracy monitoring of the underlying knowledge base prevents outdated or incorrect information from being surfaced. Clear escalation paths ensure that when the AI's confidence is low or the situation falls outside its training, the agent is prompted to use independent judgment or escalate to a supervisor. NiCE Copilot for Agents is designed around these safety principles.