Agent Assist (auto-AGENTS™)
Agent Assist (auto-AGENTS™) is a web-based tool for contact-center teams that gives human agents real-time guidance while they handle conversations.
What Agent Assist (auto-AGENTS™) is
Agent Assist (auto-AGENTS™) is a web-based tool for contact-center teams that gives human agents real-time guidance while they handle conversations. It reads live transcripts, retrieves grounded answers, suggests cited next-best replies, and tracks sentiment; the human agent remains in control. Its side panel supports more than 100 languages, translating customer utterances and presenting guidance in the agent’s working language. Supervisors can receive rule-based alerts for VIP callers, frustration spikes, or policy keywords. During transfers, the system can pass along a transcript, extracted entities, CRM links, and relevant knowledge-base articles before the bridge connects. After a call, autoQA scores interactions against the customer’s rubric. The product lists integrations with contact-center, CRM, service, and messaging tools among 500+ connectors. Pricing is by platform fee plus usage, with exact rates by quote; Agent Assist is included in the platform fee and has no seat licenses. Pricing is on request, and there is no free plan listed.
Good
- Human agents remain in control of conversations.
- Supports more than 100 languages.
- Provides rule-based supervisor alerts.
- Transfers can include transcripts and related context.
Watch out
- No free plan is listed.
- Exact usage rates are available by quote.
- Pricing is on request.
Who it suits
It suits contact-center agents who need live guidance and supervisors who want real-time views across calls and teams. Teams using supported integrations may also find the handoff and alert features relevant.
Verdict
Agent Assist combines transcript-based guidance, supervisor alerts, and post-call scoring for contact-center workflows. Its quoted platform-plus-usage pricing means teams should confirm costs for their planned use.
Plans and prices
From Agent Assist (auto-AGENTS™)'s own pricing page, checked 30 Sep 2026.
| Plan | Price | What it gives you |
|---|---|---|
| Agent Assist (auto-AGENTS™) | Priced on request | No seat licenses · Agent Assist included in auto-AGENTS™ platform fee · Platform fee plus usage: voice per minute, chat and text per message, services per hour; exact rates by quote. |
The facts
Each one read from Agent Assist (auto-AGENTS™)'s own pages, with the date it was checked.
What it does
- AI guidance
- It drafts cited next-best replies in under 500 ms and builds a checklist that updates as the conversation changes.checked 30 Sep 2026
- Integrations
- The product page lists Salesforce, Genesys, ServiceNow, Amazon Connect, Twilio, Zendesk, Dynamics, Webex, Slack, Five9, Intercom, OpenAI, and Snowflake among 500+ connectors.checked 30 Sep 2026
- Intended users
- The product is designed to assist human contact-center agents and give supervisors real-time views across calls and teams.checked 30 Sep 2026
- Languages
- The side panel supports more than 100 languages, translating customer utterances in real time and presenting guidance in the agent’s working language.checked 30 Sep 2026
- Pricing model
- The maker says Agent Assist is included in the auto-AGENTS™ platform fee; usage is billed by channel, and exact rates require a quote.checked 30 Sep 2026
- Purpose
- Agent Assist reads live transcripts, retrieves grounded answers, suggests next-best replies, and tracks sentiment while the human agent remains in control.checked 30 Sep 2026
- Quality scoring
- autoQA scores 100% of interactions against the customer’s rubric in about five seconds after a call ends.checked 30 Sep 2026
- Security and compliance
- The maker’s security page lists SOC 2, ISO/IEC 27001, HIPAA, PCI DSS, GDPR, and EU AI Act among its compliance frameworks.checked 30 Sep 2026
- Sentiment
- Live sentiment tracking includes toxicity alerts, topic-spike detection, and upsell tagging.checked 30 Sep 2026
- Supervisor alerts
- Rule-based alerts can go to Slack, email, or Genesys when a VIP caller, frustration spike, or policy keyword is detected.checked 30 Sep 2026
- Warm handoff
- On transfer, the system can send the human agent the transcript, extracted entities, CRM links, and relevant knowledge-base articles before the bridge connects.checked 30 Sep 2026
The company
- Founded
- 2016checked 23 Sep 2026
- Headquarters
- Sunnyvale, California, USAchecked 23 Sep 2026
- Maker
- Commerce.AI identifies itself as the maker of auto-AGENTS™ and says it was founded in 2016, with headquarters in Sunnyvale, California.checked 30 Sep 2026
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