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Agent Assist (Chrome Extension) is a BETA product

What is Agent Assist

Agent Assist is a Fuel iX app designed to empower contact center agents with AI. It provides immediate and smart access to your knowledge base through an intelligent chat interface that works alongside their existing tools. By centralizing information, Agent Assist helps reduce handle times, ensures response accuracy, and allows agents to focus on delivering an exceptional customer experience.

Key Features & Benefits

• Effortless & Reliable Access: Agent Assist supports enterprise-grade Single Sign-On (SSO) and passwordless magic links, providing a seamless and dependable start to your day.
• AI-Powered Answers: Our GenAI-driven platform searches your shared knowledge base to deliver accurate, real-time answers. Find the information you need, right when you need it, without ever leaving the customer conversation.
• Smart Conversational Context: Agent Assist maintains the context of the current conversation for follow-up questions but intelligently resets for each new customer interaction. This ensures every conversation starts fresh and remains private.
• Notes: Jot down important details during calls with the built-in digital notes feature, eliminating the need to switch between applications.
• Instant, trusted knowledge access Agents receive accurate, contextually relevant information in real time during live customer interactions, eliminating delays caused by manual searches.
• Greater confidence in complex situations
  Handle unfamiliar, high-pressure, or nuanced customer scenarios with AI-backed guidance that supports consistent, correct responses.
• Reduced cognitive load and stress
  Eliminate the mental overhead of juggling multiple tabs and tools, allowing agents to focus fully on the customer conversation.
• Faster interactions and reduced after-call work
  Accelerate call handling with AI-assisted summaries, translations, and digital notes, significantly reducing After-Call Work (ACW).
• Multi-lingual readiness
  Confidently support global customers using integrated real-time translation across multiple languages.
• Consistent professionalism and brand voice
  Deliver responses that align with approved tone, terminology, and messaging through tailored AI suggestions.
• Improved job satisfaction and productivity Reliable, real-time AI support reduces frustration and fatigue while improving clarity, confidence, and effectiveness - driving stronger agent performance, engagement, and long-term retention.
• Reduce typing fatigue and accelerate information retrieval by dictating complex queries directly to the AI.
  Maintain focus on the customer conversation by utilizing a quick, hands-free method to search the knowledge base.
• Lower cost-to-serve by reducing Average Handle Time (AHT) and repeat interactions
• Higher CSAT and NPS through faster, more accurate, and consistent responses
• Improved operational efficiency without linear increases in headcount
• Reduce agent attrition and training costs by accelerating time-to-productivity and minimizing burnout through consistent, AI-driven agent support.
• Enterprise-grade AI adoption with strong controls for security, governance, and responsible AI usage
• Efficiency at Scale: Significantly reduce Average Handle Time (AHT) by automating information retrieval and administrative tasks like note-taking.

Where do I learn more?

If you're an agent learning how to use Agent Assist, we recommend that you read the getting started guide for agents: Getting Started: Agents.

If you're an admin, you'll want to start by learning User Management & Admin Settings

See: User Management

See: Admin Settings