Empowering Agents with Real-time AI: A Guide to AI Agent Assist

19th May 2025

by Nicky Hjerpe

In many contact centres, agents face steep learning curves when they join, and even seasoned agents need quick access to information to maintain consistent performance. The pressure to deliver high-quality service with limited training resources often results in slower response times, frustrated customers and missed opportunities.

With Liberty Converse, we’ve created a smarter way to empower your agents. By integrating AI assistance directly into the agent dashboard, agents receive real-time AI guidance, insights and suggestions as they handle customer interactions. This not only accelerates training but also enhances agent confidence and performance in real-time, ultimately driving better customer outcomes.

To give you a closer look at how this feature works, we’ll walk you through a step-by-step demo that showcases the full capabilities of Liberty Converse’s AI Assistant for agents.

Real-time AI: See Agent Assist in action

1: A live web chat pops up – a customer wants to know about airport parking.

2. Normally, a new agent might hesitate. They’d be digging through documents, messaging a colleague. This makes the customer wait. With the AI Assistant, the agent has everything they need right in front of them.

From their dashboard, they can quickly pick a chat topic or just type in the question. Real-time AI instantly serves up the most accurate and up-to-date information – there’s no searching, no guessing.

3: The agent replies with confidence, knowing the answer is correct and in line with company policy.

4: When the conversation’s wrapping up, the AI Assistant even helps by suggesting the best way to end the chat smoothly and professionally.

The result? A happy customer, a confident agent and no wasted time.

Enabling agents to be smarter and more efficient

Liberty Converse isn’t just about providing faster answers – it’s about enabling agents to be smarter, more efficient and better equipped to handle customer interactions from day one. With real time AI assistance and intelligent call scripting, agents gain confidence and efficiency, which translates to improved customer satisfaction and operational performance.