Real-Time Agent Workflow
Real-time guidance, scripting, and workflows for customer support agents.
Executive Summary
The Real-Time Agent Workflow is a core feature of the Creovai platform (formerly Tethr), designed to empower customer support agents with immediate, context-aware assistance during live customer interactions. It provides a unified interface that leverages dynamic scripting and predefined workflows to deliver the right information and next-best-actions precisely when agents need them. By integrating AI-powered conversation intelligence, the system helps agents navigate complex inquiries, improve their adherence to best practices, and enhance overall customer experience. This capability bridges the gap between agent guidance and automation, enabling contact centers to drive efficiency, improve agent performance, and identify high-impact customer experience improvements.
Use Cases
- Providing real-time guidance to agents during live customer conversations (calls, chats).
- Improving agent performance and facilitating effective coaching.
- Optimizing customer experience (CX) in contact centers.
- Enhancing sales call effectiveness and improving agent rebuttals.
- Streamlining contact center operations through guided workflows and automation.
Features
Visibility
- Unified Agent Interface: Provides a single screen for agents to receive real-time guidance, scripts, and relevant information during customer interactions.
- Performance Monitoring Dashboards: Supervisors and managers can monitor agent performance, conversation metrics, and CX improvements through intuitive dashboards.
Intelligence
- Real-Time Conversation Analysis: AI analyzes live conversations (voice/chat) to detect customer intent, sentiment, and key topics instantly.
- Dynamic Scripting & Workflows: Delivers context-aware scripts and guides agents through predefined workflows based on conversation dynamics.
- Agent Performance Insights: Identifies agent strengths and weaknesses, providing data-driven insights for coaching and improvement.
Technical Specifications
- Deployment
- SaaS
Security & Compliance
Certifications: PCI-DSS Level 1, GDPR, AICPA SOC 2, HIPAA
Encryption: Data encryption at rest and in transit
Pricing
- Starting Price
- Contact sales
- Target Customer
- Mid-Market,Enterprise
- Free Trial
- No
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.
Alternatives to Real-Time Agent Workflow
- Real-Time Coaching by Balto — Live AI-powered coaching and feedback for contact center agents during customer conversations.
- Shared Inbox by helpscout — Manage customer conversations collaboratively across email, chat, and social in a shared inbox.
- Shared Inbox Software by Kayako — Unify customer conversations from all channels in one collaborative inbox.
- Tidio by Tidio — AI-powered customer service: Live chat, chatbots, and helpdesk in one platform.
- Twilio Verify by Twilio — Turnkey API for multichannel user authentication and identity verification to fight fraud.
- Visitor Insights by olark — Score leads, prioritize chats, and personalize service with visitor data from public profiles.
- Zendesk Messaging by zendesk — Instant, conversational support via real-time chat and social media direct messaging.
- Attentive Concierge™ by Attentive — Instant, AI-powered conversational commerce for support, buying questions, and product discovery.