Product FAQs

What are the key features of Agent Assist Contact Center Solutions?

Agent Assist Contact Center Solutions includes a set of intelligent, integrated features designed to support agents in real time, reduce handle time, and improve customer outcomes. It uses conversational AI, automation, and contextual awareness to deliver assistance when and where it’s needed most.

Instead of making agents search for answers or navigate disconnected systems, it brings the right information to them, exactly when they need it.

What does it include?

Here are the key features that power Agent Assist:

  • Real-time intent recognition, detecting what the customer is asking as they speak or type
  • AI-guided recommendations, surfacing relevant responses, knowledge articles, and actions
  • Contextual knowledge search, automatically pulling answers from integrated systems
  • Auto-summarization, capturing call outcomes so agents can focus on the conversation
  • Compliance support, prompting agents with reminders and key policy steps as needed
  • Seamless desktop integration, allowing agents to work within a unified CXone interface
  • Channel-agnostic support, working across voice, chat, messaging, and digital channels
  • Real-time feedback loops, improving guidance based on performance and outcomes

These features work together to create a support system that empowers agents, while driving faster, more accurate resolutions for customers.

How are these features different from traditional tools?

Unlike static scripts or legacy help widgets, Agent Assist is dynamic, intelligent, and deeply embedded in the NiCE platform. It listens to what’s happening in real time, adapts to customer sentiment, and evolves with each interaction.

It’s not just a tool, it’s a teammate—quietly working behind the scenes to make every agent more effective.

How does this create a NiCE world?

In a NiCE world, agents don’t guess, struggle, or search. They know what to say, when to say it, and how to help. Every feature of Agent Assist is built to reduce effort and increase clarity, so agents and customers both benefit from better outcomes.

Create an informed world, where real-time support turns agents into heroes.

See how it works in action

Want to see how Agent Assist connects with the full NiCE CXone platform?

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