Turn every agent into your best agent
Exotel’s real-time Agent Assist helps agents reduce AHT, stay compliant, and deliver consistent experiences at scale.
25B+Interactions a year, trusted by the leading brands.
Real time AI Assist for high performance teams
AI Assist brings real-time intelligence into live customer conversations, listening as they unfold and surfacing exactly what your agents need right when they need it.
No hunting through knowledge bases. No awkward pauses. Just the right answer at the right moment.
Smart guidance, exactly when it’s needed.
Your best agent knows what to say and when to say it. Now all of them can.
- Real-time guidance Analyzes live conversations to surface the most relevant SOPs, policies, and knowledge articles as customers speak
- Next-best actions Recommends next-best responses, compliant prompts, and value-led actions, grounded in live transcripts and real-time sentiment signals
- No dead air Eliminates the "let me check on that" moments that kill momentum and frustrate customers
Automatic call wrap-up
Eliminate the "After Call Work" (ACW) drag, and finish the work without slowing the team down
- Instant interaction summaries: Generates clear, accurate summaries that capture key moments and outcomes of the interaction
- Smart dispositions: Suggests the most appropriate disposition codes based on the actual flow and context of the conversation
- Get agents back on phones faster: Less time documenting means reduced after-call work and more time solving problems
Fast to launch. Easy to control.
AI that Ops teams can deploy without waiting on engineering.
- Self-serve setup Upload your documents, configure the AI, map it to your queues. Done.
- No-code deployment No-code configuration means faster rollouts without engineering dependency.
- Operational control by design Gives operations teams full control over where and how AI assistance is applied.
Features built to improve live agent performance
AI Assist focuses on what actually moves outcomes during customer interactions – speed, confidence, consistency, and control.
Built for high-stakes industries
AI Assist is designed for environments where speed, accuracy, and compliance aren’t optional. It supports agents through complex conversations.
- Banking & financial services
- Logistics & supply chain
- Healthcare
- Retail & e-commerce
- BPOs & contact center outsourcers
Compliant conversations, without slowing customers down
- Account & Eligibility Checks: Real-time guidance for KYC, eligibility rules, and policy validation
- Sales & Upsell: Compliant prompts for offers, disclosures, and objection handling
- Service & Resolution: Faster issue resolution with consistent, policy-aligned responses
Outcome
Lower compliance risk, faster resolutions, higher customer trust.
Compliant conversations, without slowing customers down
- Account & Eligibility Checks: Real-time guidance for KYC, eligibility rules, and policy validation
- Sales & Upsell: Compliant prompts for offers, disclosures, and objection handling
- Service & Resolution: Faster issue resolution with consistent, policy-aligned responses
Outcome
Lower compliance risk, faster resolutions, higher customer trust.
Fast answers for time-sensitive queries
- Order Visibility: Instant access to tracking status and delivery updates during live interactions
- Exceptions Handling: Clear guidance on delays, cancellations, refunds, and returns
- Post-Delivery Support: Resolution workflows and follow-ups without repeat contacts
Outcome
Reduced WISMO calls, fewer escalations, improved CSAT.
Accurate support, delivered with empathy
- Eligibility & Coverage: Real-time scripts for insurance checks and coverage validation
- Appointments & Scheduling: Guided flows for bookings, reschedules, and reminders
- Care Support: Consistent, empathetic responses for sensitive patient interactions
Outcome
Fewer errors, smoother patient journeys, better experience scores.
Frictionless buying, end to end
- Pre-Purchase Support: Product discovery, recommendations, offers, and availability checks
- Orders & Fulfillment: Order tracking, returns, refunds, and delivery updates via voice or chat
- Post-Purchase Care: Issue resolution, feedback collection, and re-engagement
Outcome
Higher conversions, fewer support tickets, better customer retention.
Compliant conversations, without slowing customers down
- Account & Eligibility Checks: Real-time guidance for KYC, eligibility rules, and policy validation
- Sales & Upsell: Compliant prompts for offers, disclosures, and objection handling
- Service & Resolution: Faster issue resolution with consistent, policy-aligned responses
Outcome
Lower compliance risk, faster resolutions, higher customer trust.
Built on trust. Ready for tomorrow
With Exotel, reliability is non-negotiable
Assists agents in real time without taking control of the conversation
Native and 3rd party integration
Scales with your CX maturity
Omnichannel ready
Built to reduce AHT, improve resolution time, and cut after-call work
Security, compliance, and data masking are built into the core
Fast to deploy and easy to manage without dependency
Ready to drop your AHT by 10%?
With Exotel AI Assist, lower AHT, stay compliant, and deliver consistent experiences at scale.
Request a Demo
Frequently asked questions
What is AI Agent Assist?
AI Agent Assist is a real-time intelligence tool that listens to live customer conversations and helps contact center agents respond faster, stay compliant, and reduce errors. It surfaces relevant knowledge, suggests next-best actions, and automates after-call work, so agents focus on the customer instead of searching through systems or documenting calls.
How does Exotel's Agent Assist work?
Exotel's AI Agent Assist works in four steps: 1. It listens to live calls and chats in real time. 2. It analyzes intent, sentiment, and conversation context using generative AI. 3. It surfaces relevant knowledge base articles, SOPs, and next-best actions on the agent's screen. 4. After the call, it auto-generates summaries and suggests disposition codes. The entire flow happens during the conversation, with no delay or manual lookup required.
What's the difference between Agent Assist and an AI chatbot or voicebot?
A chatbot or voicebot replaces the agent by handling conversations end-to-end. Agent Assist works alongside the human agent, providing real-time guidance, knowledge, and recommendations during the conversation. The customer still talks to a human, but the agent is supported by AI in the background, making responses faster, more accurate, and more consistent.
What are the benefits of using AI Agent Assist?
Key benefits include: 1. Up to 10% reduction in Average Handle Time (AHT) 2. Faster ramp-up for new agents 3. Higher first-call resolution rates 4. Reduced compliance risk through real-time prompts 5. Automated call summaries and after-call work 6. Consistent customer experience across agents and shifts 7. Lower training and supervision costs
How does Agent Assist reduce Average Handle Time (AHT)?
Agent Assist reduces AHT by eliminating the time agents spend searching for information, navigating tools, or documenting interactions. It surfaces the right answer in real time, suggests next-best responses, and auto-generates call summaries, removing the "let me check on that" moments and shrinking after-call work, often cutting AHT by 10% or more.
Which industries benefit most from AI Agent Assist?
gent Assist is built for high-volume, high-stakes environments where speed, accuracy, and compliance matter. The biggest impact is seen in: 1. Banking & Financial Services: KYC, eligibility, and compliant sales conversations 2. Healthcare: Insurance verification, appointments, patient care 3. Logistics & Supply Chain: Order tracking, delays, returns 4. Retail & eCommerce: Pre-purchase support and post-sale care 5. BPOs and Contact Center Outsourcers: Multi-client SOP handling and faster agent ramp-up
Does Agent Assist replace human agents?
No. Agent Assist is designed to make human agents more effective, not replace them. The AI provides suggestions, but agents always remain in control. They can accept, edit, or override AI recommendations in real time, ensuring conversations stay accurate, empathetic, and aligned with customer needs.
Is AI Agent Assist secure and compliant?
Yes. Exotel's AI Agent Assist is built with enterprise-grade security, data masking, and compliance controls at the core. It supports adherence to industry regulations including PCI-DSS, ISO 27001, SOC 2, and GDPR, making it suitable for regulated industries like BFSI, healthcare, and insurance.
Can Agent Assist integrate with my existing CRM and contact center tools?
Yes. Exotel's AI Agent Assist comes with pre-built integrations for major CRMs, contact center platforms, knowledge bases, and enterprise data sources. This means AI guidance is grounded in your real business context, customer history, and policies, without engineering effort.
How quickly can we deploy Agent Assist?
Exotel's AI Agent Assist is built for fast, self-serve deployment. Operations teams can upload documents, configure the AI, and map it to agent queues without writing code or waiting on engineering. Most enterprises go live within days to a few weeks, depending on integration complexity.