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AI has become a standard layer in customer experience. From AI Agents to voice assistants, organizations now rely on automation to handle a growing share of customer interactions. But automation alone is no longer enough. What began as a workload reducer is now evolving into a more collaborative model, where AI actively supports human agents during live interactions.
Traditional conversational AI systems were mainly designed to respond. Agentic AI introduces a more advanced approach: instead of simply responding to a query, it can understand context, support decisions, and help move an interaction toward a specific goal.
According to Gartner, up to 40% of enterprise applications will include integrated task-specific agents by 2026, up from less than 5% in 2025.
PwC research shows that 82% of U.S. consumers and 74% of non-U.S. consumers say they want more human interaction in the future. Gartner’s 2026 survey found that 85% of service leaders are adding new tasks and responsibilities to frontline agent roles. Forrester also warns that overautomating complex and emotional inquiries can frustrate customers and erode satisfaction.
SESTEK helps organizations achieve this balance with Agent Copilot technology. Agent Copilot supports human agents during live customer interactions, bringing together agents assist, virtual translation, and AI-driven recommendations within a single interface. When a conversation is transferred from an AI system to a human agent, the agent receives the full context of the interaction—what the customer asked, what has already been attempted, and where the conversation currently stands.
With Agents Assist, AI analyzes the interaction as it happens and provides relevant prompts or recommendations. If a customer expresses negative sentiment or the conversation shows signs of escalation, the system guides the agent toward the appropriate resolution path. For supervisors, real-time visibility creates opportunities for faster intervention and coaching.
SESTEK Virtual Translator, available within the Agent Copilot experience, enables real-time translation during live conversations across more than 15 languages. This allows agents to support customers even when they do not speak the customer’s language directly.
Agent Copilot connects AI automation and human expertise by supporting agents during the moments where customer experience is shaped most directly. The future of customer experience will not be defined by automation alone. It will be shaped by how well AI and human teams work together.
Contact our team to discover how SESTEK Agent Copilot can help your organization support agents in real time.
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