Real-Time Agent Assist
Empower agents to deliver exceptional service with the AI assistant that's helpful, not distracting.
Executive Summary
Creovai's Real-Time Agent Assist is an AI-powered solution designed to empower customer service agents during live customer interactions. It provides instant guidance, relevant knowledge, and real-time insights directly to agents, helping them improve accuracy, speed, and overall service quality. The platform leverages advanced AI to analyze 100% of live conversations, detecting customer sentiment, intent, and key topics. This allows the system to proactively suggest responses, provide access to relevant knowledge base articles, and guide agents through complex workflows, ensuring consistent and compliant service delivery. By integrating with existing contact center operations, Real-Time Agent Assist aims to reduce agent training time, decrease average handle time (AHT), improve first call resolution (FCR), and ultimately boost customer satisfaction (CSAT) and agent performance. It's part of the broader Creovai conversation intelligence platform, which also includes Real-Time Agent Workflow and QA Automation.
Use Cases
- Provide instant guidance and knowledge to agents during live customer calls.
- Improve agent accuracy and speed in handling customer interactions.
- Enhance customer satisfaction (CX) by enabling better agent performance.
- Reduce agent training time and ensure compliance with policies.
- Improve call center sales rebuttals and overall sales effectiveness.
Features
Visibility
- Real-Time Agent Interface: Provides agents with an intuitive interface for instant guidance, knowledge, and next best actions during live interactions.
- Conversation Highlights: Highlights key moments, sentiments, and topics within live conversations for agent focus.
Intelligence
- Live Conversation Analysis: AI analyzes 100% of customer conversations in real-time to detect intent, sentiment, and key phrases.
- Knowledge Delivery: Instantly delivers relevant knowledge base articles and information to agents based on conversation context.
- Next Best Action Suggestions: Provides AI-driven recommendations for agent responses and actions to improve outcomes.
- AI-Powered CSAT Measurement: A smarter way to measure customer satisfaction by analyzing conversation data.
Technical Specifications
- Architecture
- Multi-tenant SaaS
- Deployment
- SaaS
AI/ML Stack
- Generative AI
- Machine Learning
Security & Compliance
Certifications: PCI-DSS Level 1, GDPR, AICPA SOC 2, HIPAA
Pricing
- Starting Price
- Contact sales
- Target Customer
- Mid-Market,Enterprise
- Free Trial
- Yes
About Tethr
Creovai, formed in June 2024 through the merger of Tethr and Awaken Intelligence, is an AI-powered software suite for contact centers, offering conversation intelligence and real-time agent guidance. The company was acquired by Capacity on October 16, 2025.
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