Always assisting
Real-time
Always-on guidance
Live next-step guidance throughout the interaction, adapting as customer intent and sentiment change, with human judgment in control.
Real-time support for every agent, every call.
Orvera AI Agent Assist strengthens agent performance with real-time guidance, improving consistency, accuracy, and interaction outcomes.
Why Agent AssistUnassisted agents vs.
Unassisted agents vs.
agents with Assist.
Without live guidance, every call depends on memory, manual lookup, and luck. Agent Assist puts the right step, the right knowledge, and the record in front of the agent.
Unassisted agents
Manuallookup mid-conversation
- Manual lookup mid-conversation
- Inconsistent handling across agents
- Knowledge gaps and missed compliance
- Heavy, manual after-call work
With Agent Assist
Real-timenext-step guidance
- Real-time next-step guidance
- Standardized operating path
- Approved knowledge surfaced automatically
- Auto summaries, far less after-call work
Full session contextOne live session record.
One live session record.
No context gaps, every turn.
Transcript, sentiment, suggestions, coaching, and alerts converge into a single timestamped session, so nothing is lost across a fast-moving, multi-turn interaction.
Live transcript
Sentiment
Suggestions
Coaching
Compliance alerts
Session #SA-2041 Recording & events on
LiveAgentAlex · Billing team
Active suggestionVerify identity first
EventsTranscript · Sentiment · Alerts
SentimentRecovering · steady
Searchable & reviewable in real time
How it works
How Agent Assist supports live conversations.
One live call. Watch Agent Assist guide a human agent through it, surfacing knowledge, standardizing the path, and capturing every event, without taking control.
01 Real-time guidance
Guide in real time
During live interactions, Agent Assist gives live next-step guidance, recommends actions from transcript context, and lets agents accept, edit, copy, or dismiss, while human judgment stays in control.
02 Knowledge
Knowledge without searching
Agents should not have to pause to find answers. Relevant approved knowledge is surfaced automatically, aligned to the current interaction, reducing manual lookup and keeping responses consistent.
03 Consistency
Reduce variability
Different agents often handle the same issue differently. Agent Assist standardizes the operating path with workflow-specific configurations and approved rules, for consistent handling across teams and programs.
04 Escalation
Smoother escalations
Some moments create policy risk or customer escalation. Agent Assist detects escalation signals, prompts for empathy and de-escalation, and flags compliance requirements before risky actions.
05 After-call
Less after-call work
Agents should not have to rebuild the interaction after it ends. Agent Assist captures the transcript and metadata, supports summaries, and records suggestions, alerts, sentiment, and coaching for review.
Real-time guidance
Guide in real time
During live interactions, Agent Assist gives live next-step guidance, recommends actions from transcript context, and lets agents accept, edit, copy, or dismiss, while human judgment stays in control.
Knowledge
Knowledge without searching
Agents should not have to pause to find answers. Relevant approved knowledge is surfaced automatically, aligned to the current interaction, reducing manual lookup and keeping responses consistent.
Consistency
Reduce variability
Different agents often handle the same issue differently. Agent Assist standardizes the operating path with workflow-specific configurations and approved rules, for consistent handling across teams and programs.
Escalation
Smoother escalations
Some moments create policy risk or customer escalation. Agent Assist detects escalation signals, prompts for empathy and de-escalation, and flags compliance requirements before risky actions.
After-call
Less after-call work
Agents should not have to rebuild the interaction after it ends. Agent Assist captures the transcript and metadata, supports summaries, and records suggestions, alerts, sentiment, and coaching for review.
Across the session
Every assisted call. Guided live, then reviewed and rolled out.
Live next-step guidance and approved knowledge while the agent stays in control, plus a timestamped session record that feeds QA review, leader analytics, and controlled rollout.
Live guidanceVoice · 03:12
Detected context
Customer wants to update billing and dispute a duplicate charge on #48201.
Next best actionStep 1 of 3
Verify identity, then open the billing dispute flow for order #48201.
AcceptEditCopyDismiss
Human judgment in controlSentiment Positive · 92
01 / 08
- Live guidanceVoice · 03:12Detected context
Customer wants to update billing and dispute a duplicate charge on #48201.
Next best actionStep 1 of 3Verify identity, then open the billing dispute flow for order #48201.
AcceptEditCopyDismissHuman judgment in controlSentiment Positive · 9201Guide agents through decisions in real time
During live interactions, agents need to know what to verify, what to say, and what action comes next. Orvera's AI Agent Assist gives them live next-step guidance while keeping human judgment in control.
- Recommends actions based on transcript context
- Guides agents through multi-step service scenarios
- Adapts as customer intent and sentiment change
- Lets agents accept, edit, copy, or dismiss suggestions
- Knowledge · auto-surfaced0 searchesSurfaced for this billing-dispute interaction98% matchRefund policy v4Policy94% matchDuplicate-charge SOPWorkflow88% matchBilling dispute scriptScriptRight answer, in front of the agent - no manual lookup02
Deliver the right information without searching
Agents should not have to pause conversations to find answers. Instead of searching across systems, they receive what they need when they need it.
- Surfaces relevant knowledge automatically
- Aligns responses to the current interaction
- Reduces dependency on manual lookup
- Ensures consistency across responses
- Standard operating pathAll teamsAMRJ one pathOne approved pathVerify identity01Diagnose issue02Apply resolution03Confirm & close04Consistent handling94%03
Reduce variability across agents
Different agents often handle the same issue in different ways. Agent Assist standardizes the operating path so teams create more predictable service quality across the operation.
- Uses workflow-specific configurations
- Applies approved rules and feature settings
- Supports consistent handling across teams and programs
- Reinforces the same guidance logic for each scenario
- Live session#SA-204100:04Caller: “double charged on #48201”00:11Sentiment dipped to neutral00:19Suggestion accepted - verify identity00:33Compliance: disclosure required00:48Agent: refund confirmedEvery event searchable & reviewable - no context gaps04
Maintain full context throughout the interaction
Customer interactions change quickly across multiple turns. Agent Assist prevents context gaps and gives teams a clear record of what happened.
- Captures agent and caller messages in a live transcript
- Builds a timestamped event timeline
- Records sentiment, suggestions, coaching, and alerts as events
- Keeps the session searchable and reviewable
- Escalation signal Sentiment −40Live sentimentdetected · rising riskDe-escalation coaching
Acknowledge the frustration, confirm the fix timeline, and reassure before proceeding.
Compliance disclosure required before refundFlagged05Enable smoother escalations when needed
Some interactions create policy risk, approval needs, or customer escalation. Agent Assist helps agents respond correctly and keeps complex moments controlled without breaking the customer experience.
- Detects customer escalation signals
- Provides coaching prompts for empathy and de-escalation
- Flags compliance requirements before risky actions
- Preserves the session record for supervisor review
- After-call · autoGeneratedInteraction summaryReasonDuplicate charge · #48201ResolutionRefund issued · $129DispositionResolved · no transferAfter-call work−68%timeReady forQAreview06
Reduce after-call work without losing detail
Agents should not have to rebuild the interaction after it ends. This reduces manual follow-up while preserving the details needed for review.
- Captures transcript and session metadata
- Supports summaries and key data capture
- Records suggestions, alerts, sentiment, and coaching events
- Structures sessions for QA and supervisor review
- Assist analyticsLast 30 daysAssisted sessions2,240 · +19%Suggestions87%Accepted99.2% passCompliance adherence+23Sentiment trendEvery assisted session becomes coaching, quality & guidance insight07
Make every interaction measurable and improvable
Every assisted session creates operational insight. These insights help leaders improve coaching, quality, compliance, and guidance logic over time.
- Session volume and active session visibility
- Suggestion feedback and acceptance tracking
- Compliance severity and top rule reporting
- Sentiment trends and agent performance signals
- Deployment · connectedNo disruptionLiveWebhooksEvent streamingLiveGenesys AudioHookLive audioLiveBrowser extensionIn-console assistControlled rolloutLicenses & plansSeats & accessRules & alerts08
Work within your existing systems and controls
Agent Assist operates inside your current service environment, so teams can deploy guidance without disrupting existing operations.
- Connects through webhooks, Genesys Cloud AudioHook, and browser extension deployment
- Supports organization licenses, plans, seats, and feature access
- Uses configurations, rules, alerts, sessions, and analytics for controlled rollout
CapabilitiesEverything an agent needs,
Everything an agent needs,
in the flow of the call.
Guidance, knowledge, coaching, and capture, surfaced live while the agent keeps control of every decision.
Approved knowledge surfaced
The right information appears when it is needed, aligned to the current interaction, no searching across systems.
RelevantApprovedConsistent
Accept, edit, or dismiss
Agents stay in control of every suggestion.
AcceptEditCopyDismiss
Live sentiment + coaching
Real-time sentiment with prompts for empathy and de-escalation.
Compliance flags
Requirements flagged before risky actions, keeping complex moments controlled.
Auto summaries + after-call
Captures transcript, summary, and key data, far less manual follow-up.
Smoother escalations
Detects escalation signals and preserves the session for supervisor review.
Works in your stack
Webhooks, Genesys Cloud AudioHook, and browser extension deployment.
Rollout lifecycle
Assist goes live the way your floor actually runs - start with one team, prove the lift, then switch it on for every seat.
01
Knowledge ingestion
Your knowledge base, macros, and resolved tickets are indexed so the assistant answers from your playbook, not generic content.
02
Pilot on one team
A single team runs live with suggested replies and next-best actions while supervisors tune tone, guardrails, and which prompts fire.
03
Floor-wide rollout
Once quality holds, assist switches on for every agent and connects to your CRM, telephony, and ticketing so context follows the conversation.
04
Coaching loop
Answer accuracy, handle time, and CSAT feed weekly reviews, so prompts and articles keep improving alongside the team.
Speed to value
From your knowledge base to live assist on the floor.
2-4weeks
to a floor-wide rollout.
- Runs on the knowledge you already have, with no model training
- Goes live as a browser extension or webhook, not a desktop rebuild
- Layered onto your current tools without replacing them
Timelines depend on knowledge base size and integration scope.
Enterprise-ready
Every suggestion is grounded in your approved knowledge, scoped to what each agent is cleared to see, and logged for review - so faster handling never comes at the cost of compliance.
Answers from approved sources
Suggestions are grounded in your knowledge base and macros, never open-web guesses.
Permission-aware
Assist respects each agent's role, queue, and what they are cleared to see.
Every suggestion logged
What was surfaced, shown, and used is captured for QA and audit.
Data stays in your control
PII redaction and retention rules apply before anything is stored.
Give every agent real-time help that stays on-brand and on-policy.
Orvera AI puts approved answers and next-best actions on the agent's screen as the conversation happens, so your team resolves faster without ever stepping outside your guardrails.