AI Customer Service & Agentic AI: FAQs
What’s the difference between Agent Assist and Agent AI?
Agent Assist offers rule-based support, while Agent AI goes further by understanding context and learning from interactions over time. NiCE Agent AI builds on foundational assistance to deliver intelligent, adaptive guidance that evolves with each interaction.
How does Agent Assist work?
- Provides scripted prompts based on predefined rules
- Surfaces static knowledge articles
- Offers basic guidance without adaptive learning
How does Agent AI differ?
- Context-aware intelligence: Understands intent, customer history, and real-time interaction data
- Continuous learning: Improves recommendations over time based on outcomes
- Proactive assistance: Anticipates needs and suggests next-best actions dynamically
- Advanced automation: Handles repetitive tasks and supports agents with predictive insights