Every conversation guided in real time. Every agent more confident.

SESTEK Agent Assist analyzes customer interactions in real time using speech recognition, sentiment and emotion analysis, acoustic insights, and configurable business rules. It can detect moments such as negative sentiment, specific keywords, unusual speech patterns, or compliance requirements and automatically trigger relevant guidance. Agents can also use GenAI Q&A to get answers from internal documentation and connected knowledge sources without leaving the conversation

No. Agent Assist provides in-the-moment guidance during live conversations, while SESTEK Coaching supports long-term agent development. Agent Assist helps agents with real-time prompts, answers, compliance guidance, and supervisor support; SESTEK Coaching identifies skill gaps, delivers personalized coaching and training recommendations, and tracks improvement over time. Together, they support agents both during the conversation and throughout their development.

No. Agent Assist can be embedded directly into your existing CCaaS environment, allowing agents to access real-time guidance within their existing workflow. Agents can receive prompts, search for answers, and access support without switching between multiple applications, helping reduce context switching during customer conversations.

Yes. Agent Assist scenarios are configurable to your business rules and workflows. Organizations can define triggers based on keywords, sentiment, speech characteristics, call duration, and other conditions, then configure the guidance, notifications, or actions that should follow. This allows Agent Assist to support your specific operational, performance, and compliance requirements rather than relying on a fixed scenario library.

Yes. Agent Assist supports both voice and text-based customer interactions. This allows organizations to extend real-time assistance across multiple contact center channels while providing agents with relevant guidance and support during the interaction.

Agent Assist provides guidance during a live customer interaction, while SESTEK AQM evaluates conversation quality and agent performance as part of the quality management process. Agent Assist can detect predefined scenarios, sentiment changes, acoustic signals, and compliance requirements in real time and prompt the agent while there is still an opportunity to act. The two capabilities therefore complement each other: AQM helps organizations understand and evaluate performance, while Agent Assist helps agents respond effectively in the moment.