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AgentAssist
What it is
AgentAssist is a cloud-based generative AI speech analytics platform for contact centers, available through web and API. Its tools cover conversation analytics, call classification and summaries, automated quality assurance, agent coaching, case management, sentiment analysis, real-time assistance, and reporting. Conversation analytics provides transcript-powered search with more than 20 filters, saved searches, call review, and customized reports. Automated QA uses configurable scorecards to evaluate 100% of interactions, with results viewable by agent and question. During calls, Real-Time Assist presents a navigator checklist and AI-suggested prompts based on conversation context. Coaching includes customized reasons, timestamped notes, alerts, tasks, an agent portal, and activity reports. Case Management can flag calls based on configured criteria and support review, escalation, notes, notifications, and custom reports. The platform provides sentiment analysis across calls and configurable redaction for personally identifiable and other sensitive data. Summaries can often be sent through an API to a system of record and may connect with CRM or ticketing platforms. Pricing is available on request.
For and against
For
- Automated QA can evaluate 100% of interactions
- Search includes more than 20 filters
- Real-time prompts use conversation context
- Sensitive-data redaction and permissions are configurable
Against
- Pricing is available on request
- Specific CRM and ticketing integrations are not named
The verdict
AgentAssist brings call analytics, quality review, coaching, and case workflows into one contact-center platform. Organizations considering it will need to request pricing and confirm whether its unnamed integrations fit their systems.
Who it suits
It suits contact center organizations looking for call analysis, quality oversight, agent coaching, or real-time assistance.
On the record
- Agent coaching
- The platform includes 1:1 agent coaching with tasks and a customized agent portal.agentassist.com · read 5 Oct 2026
- Automated QA
- Automated QA supports customized scorecards to analyze 100% of interactions and monitor policies, procedures, productivity, and compliance.agentassist.com · read 5 Oct 2026
- Call summaries
- The homepage says every call is quickly summarized, eliminating the need for agent post-call notes.agentassist.com · read 5 Oct 2026
- Case management
- Case Management sends alerts and notifications for customized cases related to compliance, service, fraud, and risk.agentassist.com · read 5 Oct 2026
- Company
- The site identifies the company as AI CSR Technologies, LLC; it does not state headquarters or founding year on the company page reviewed.agentassist.com · read 4 Oct 2026
- Company mission
- AI CSR Technologies, LLC says its mission is to use generative AI to improve productivity, customer experience, and risk mitigation.agentassist.com · read 5 Oct 2026
- Compliance
- The site describes features for monitoring policies and procedures and flagging compliance-related calls, but does not state a specific certification on the pages reviewed.agentassist.com · read 4 Oct 2026
- Conversation analytics
- Its conversation analytics uses transcription, more than 20 search filters, and customizable reports to help users review calls and extract insights.agentassist.com · read 5 Oct 2026
- Core capabilities
- The platform includes conversation analytics, call classification and summarization, automated QA, agent coaching, case management, sentiment analytics, real-time assist, and analytics.agentassist.com · read 4 Oct 2026
- Integrations
- The site says summaries can be integrated into CRM or ticketing platforms, but does not name specific products on that page.agentassist.com · read 4 Oct 2026
- Product
- AgentAssist is a generative AI platform for contact centers that provides real-time agent assistance, automated QA, call summarization, and analytics.agentassist.com · read 5 Oct 2026
- Real-time agent assistance
- Real-Time Assist provides a navigator checklist and AI suggested prompts based on conversation context during calls.agentassist.com · read 5 Oct 2026
- Real-time assistance
- Real-Time Assist provides a navigator checklist and AI suggested prompts based on the conversation context during calls.agentassist.com · read 4 Oct 2026
- Reporting
- The platform offers native reporting and customizable analytics capabilities.agentassist.com · read 5 Oct 2026
- Sales contact
- The site invites organizations to book a demo and lists AI CSR Technologies, LLC and phone number 888.537.0839.agentassist.com · read 5 Oct 2026
- Security
- The product pages describe configurable redaction of personally identifiable and other sensitive data, along with configurable security and permission levels.agentassist.com · read 4 Oct 2026
- Sensitive data
- The conversation analytics page states that users can customize redaction of personally identifiable information and other sensitive data.agentassist.com · read 5 Oct 2026
- Sentiment analytics
- The platform provides a sentiment analysis for every call and shows how sentiment trends throughout the call.agentassist.com · read 5 Oct 2026
