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Agent Assist icon, part of the Customer Suite by OrbisDigitals

Add-onCustomer Suite

Agent Assist

When AI hands a customer to your team, your team sees everything and gets live answers.

Book a demo on WhatsApp See how it works

Agent Assist is an add-on. It needs Omnichannel Inbox first.

Agent Assist
Omnichannel InboxNeeds this firstAI Chat AgentWorks togetherAI Call AgentBest togetherCustom CRMWorks together
  • Needs this first, or is the base for it
  • Best together
  • Works together

The challenge

When a customer is transferred, they usually have to repeat everything. The agent starts from zero, searches for information while the customer waits, and answers differ from person to person.

The solution

Agent Assist gives your team the full picture the moment they take over from the AI: why it was transferred, what was discussed, what's done and what's still open. During the call or chat it listens and shows suggested answers on screen, with their sources.

What Agent Assist does for your business.

Who it's for

  • Contact centres
  • Hospitals and clinics
  • Customer service teams
  • Businesses using AI Chat or Call Agents

  • Customers never repeat themselves

    Your team knows the story before they say hello.

  • Faster resolution

    Answers appear on screen, so there's no searching while the customer waits.

  • New staff perform like experts

    Suggested answers help new team members from day one.

  • Consistent, correct answers

    Every suggestion comes from your approved information.

How the handover works

From AI to a person, without losing anything.

  1. StartAI is handling the customer
  2. DecisionNeeds a person?
    No
    1. AI stepAI completes the request
    Yes
    1. StepTransfer to available agent
  3. Your teamAgent sees summary, history and mood
  4. AI stepLive suggested answers while customer talks
  5. Your teamAgent resolves the request
  6. ResultSummary and next steps saved
  • Start
  • AI step
  • Step
  • Your team
  • Decision
  • Result

  • Why it was transferred

    A one-line reason, such as an insurance question the AI couldn't answer.

  • Where the AI reached

    What's already done and what's still open.

  • Live suggestions

    Answers appear as the customer speaks, with where they came from.

  • Auto wrap-up

    The summary is saved to the CRM, so no manual notes are needed.

Everything included

  • Handover summary

    Topic, reason for transfer and progress so far.

  • Customer history

    Past visits, purchases and complaints from the CRM.

  • Customer mood

    Shows if the customer is frustrated, so agents adjust their tone.

  • Live suggested answers

    Shown on screen during calls and chats.

  • Source shown

    Every suggestion shows the document it came from.

  • Next best action

    Suggests an offer, booking or escalation.

  • Auto summary

    Call or chat summary saved automatically.

  • Team insights

    Most common transfer reasons, to improve the AI and training.

Live suggestions during a conversationWhat happens on the agent's screen.
  1. 1Customer asks a question
  2. 2Agent Assist hears it
  3. 3Searches your approved information
  4. 4Suggested answer on screen
  5. 5Agent answers confidently

How businesses use it

  • Hospitals

    Agents see the patient's booking and the question about insurance before speaking.

  • Contact centres

    Shorter calls and consistent answers across large teams.

  • Telecom and utilities

    Technical answers on screen for complex customer questions.

  • E-commerce

    Order details and return rules ready when the customer is transferred.

Getting started

We set everything up with you. Here is what the first weeks look like.

  1. 1

    Connect Agent Assist to your inbox and phone system

  2. 2

    Load your approved knowledge and policies

  3. 3

    Set transfer rules with the AI agents

  4. 4

    Train your team and go live

Included with every OrbisDigitals solution

  • Setup with you

    We configure it around your business.

  • Training

    Short sessions for your team.

  • Arabic and English

    Built for teams and customers in the region.

  • Local support

    A named contact who knows your account.

Frequently asked questions

Do we need the AI agents?

Agent Assist works best with our AI Chat and Call Agents, and the live suggestions also help on calls and chats your team handles directly.

Where do the suggestions come from?

From the information and policies you approve, and each suggestion shows its source.

Does the agent have to use the suggestion?

No. Agents stay in control and can use, edit or ignore any suggestion.

Does it work for chats and calls?

Yes, both.

Is the customer told?

Customers are told when calls are recorded or assisted, in line with your policies.

Works with

How Agent Assist relates to the other solutions, from the compatibility table.

See Agent Assist working for your business

Book a demo and we'll show you how it fits your team, your customers and your channels.

Book a demo on WhatsApp Email orbisdigitals@gmail.com

Prefer a call? +962 77 778 4004 or +91 93726 14010