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Orvera AI

What is Orvera AI Agent Assist?

Orvera AI Agent Assist is the live guidance layer of Orvera's customer-experience platform for the human agents already working your queues. It surfaces approved knowledge, recommends the next action from what is being said, flags compliance requirements, and writes the summary after the call. Assist runs across voice, chat, and digital channels, deploys as a browser extension or webhook, and reaches a floor-wide rollout in 2 to 4 weeks.

SOC 2 Type II, HIPAA Compliant, GDPR
See how it works
Why Agent Assist

Why use Orvera AI Agent Assist instead of unassisted agents?

Orvera AI Agent Assist replaces memory and manual lookup with the right next step and the approved answer on screen, while the customer is still talking. Unassisted floors vary by whoever picked up: different handling for the same issue, knowledge gaps, and heavy after-call work. Assist standardizes the operating path across voice, chat, and digital channels, flags compliance requirements before risky actions, and captures the summary after the call.

Unassisted agents

Manual lookup mid-conversation
  • Manual lookup mid-conversation
  • Inconsistent handling across agents
  • Knowledge gaps and missed compliance
  • Heavy, manual after-call work

With Agent Assist

Real-time next-step guidance
  • Real-time next-step guidance
  • Standardized operating path
  • Approved knowledge surfaced automatically
  • Auto summaries, far less after-call work
Full session context

What does Orvera AI Agent Assist capture during a call?

Orvera AI Agent Assist captures the full session as it happens: the live transcript of both the human agent and the caller, sentiment as it moves, every suggestion surfaced and whether it was accepted, edited, copied, or dismissed, coaching prompts, and compliance alerts. All of it lands on one timestamped event timeline that stays searchable and reviewable, so supervisors and QA can reconstruct exactly what happened.

Live transcript
Sentiment
Suggestions
Coaching
Compliance alerts
Session #SA-2041 Recording & events on
Live
AgentAlex · Billing team
Active suggestionVerify identity first
EventsTranscript · Sentiment · Alerts
SentimentRecovering · steady
Searchable & reviewable in real time
How it works

How does Orvera AI Agent Assist work?

Orvera AI Agent Assist listens to the live conversation and works alongside the human agent without taking control. It reads transcript context, recommends the next step, pulls approved knowledge from your own content, prompts for empathy when escalation signals appear, and flags compliance requirements before a risky action. The human agent can accept, edit, copy, or dismiss any suggestion. Every event is timestamped for QA and supervisor review.

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 that arrives with the question

Approved knowledge is surfaced automatically as the conversation moves, aligned to the current interaction, so the agent keeps talking while the answer arrives and responses stay 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 that arrives with the question

Approved knowledge is surfaced automatically as the conversation moves, aligned to the current interaction, so the agent keeps talking while the answer arrives and responses stay 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

What can Orvera AI Agent Assist do?

Orvera AI Agent Assist guides human agents through live decisions, surfaces approved knowledge without a search, standardizes handling across teams with workflow-specific rules, detects escalation signals, and reduces after-call work by capturing the transcript and summary. It works inside the stack you already run, deploying as a browser extension or webhook rather than a desktop rebuild, and every session becomes a record that feeds QA review and leader analytics.

  1. 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

    Guide 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
  2. Knowledge · auto-surfaced0 searches
    Surfaced for this billing-dispute interaction
    Refund policy v4
    Policy
    98% match
    Duplicate-charge SOP
    Workflow
    94% match
    Billing dispute script
    Script
    88% match
    Right answer, in front of the agent - no manual lookup
    02

    Deliver the right information as the conversation moves

    Agents receive what they need at the moment they need it, drawn across the systems of record, so the conversation keeps its rhythm.

    • Surfaces relevant knowledge automatically
    • Aligns responses to the current interaction
    • Reduces dependency on manual lookup
    • Ensures consistency across responses
  3. Standard operating pathAll teams
    AMRJ one path
    One approved path
    Verify identity01
    Diagnose issue02
    Apply resolution03
    Confirm & close04
    Consistent 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
  4. Live session#SA-2041
    00:04Caller: “double charged on #48201”
    00:11Sentiment dipped to neutral
    00:19Suggestion accepted - verify identity
    00:33Compliance: disclosure required
    00:48Agent: refund confirmed
    Every event searchable & reviewable - no context gaps
    04

    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
  5. Escalation signal Sentiment −40
    Live sentimentdetected · rising risk
    De-escalation coaching

    Acknowledge the frustration, confirm the fix timeline, and reassure before proceeding.

    Compliance disclosure required before refundFlagged
    05

    Enable 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
  6. After-call · autoGenerated
    Interaction summary
    ReasonDuplicate charge · #48201
    ResolutionRefund issued · $129
    DispositionResolved · no transfer
    After-call work
    −68%time
    Ready for
    QAreview
    06

    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
  7. Assist analyticsLast 30 days
    Assisted sessions2,240 · +19%
    87%
    Accepted
    Suggestions
    99.2% pass
    Compliance adherence
    +23
    Sentiment trend
    Every assisted session becomes coaching, quality & guidance insight
    07

    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
  8. Deployment · connectedNo disruption
    Webhooks
    Event streaming
    Live
    Genesys AudioHook
    Live audio
    Live
    Browser extension
    In-console assist
    Live
    Controlled rollout
    Access & rolesSeats & accessRules & alerts
    08

    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-level access, roles, and feature settings
    • Uses configurations, rules, alerts, sessions, and analytics for controlled rollout
Capabilities

What features does Orvera AI Agent Assist include?

Orvera AI Agent Assist includes next-step guidance during the live conversation, approved knowledge surfaced without a search, live sentiment with empathy and de-escalation prompts, escalation detection, compliance flags before risky actions, and automatic after-call summaries. Every suggestion carries accept, edit, copy, and dismiss controls, and every session is preserved as a timestamped record supervisors and QA can review.

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.

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

How is Orvera AI Agent Assist rolled out?

Orvera AI Agent Assist rolls out in four stages and reaches a floor-wide rollout in 2 to 4 weeks. Orvera indexes your knowledge base, macros, and resolved tickets, runs one team live while supervisors tune prompts and guardrails, then switches Assist on for every seat and connects it to your CRM, telephony, and ticketing. Accuracy, handle time, and CSAT feed weekly coaching reviews after that.

01

Knowledge ingestion

Your knowledge base, macros, and resolved tickets are indexed so the assistant answers from your playbook.

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

How fast does Orvera AI Agent Assist go live?

Orvera AI Agent Assist reaches a floor-wide rollout in 2 to 4 weeks. Assist runs on the knowledge an enterprise already has, goes live as a browser extension or webhook, and layers onto current tools without replacing them. Timelines depend on knowledge base size and integration scope.

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
  • Layered onto your current tools without replacing them

Timelines depend on knowledge base size and integration scope.

Enterprise-ready

How is Orvera AI Agent Assist governed and secured?

Orvera AI Agent Assist grounds every suggestion in your own approved knowledge base and macros rather than open-web guesses, and scopes what surfaces to each human agent's role, queue, and clearance. What was surfaced, shown, and used is logged for QA and audit. PII redaction and retention rules apply before anything is stored. The platform is SOC 2 Type II certified, HIPAA compliant, and GDPR compliant.

Answers from approved sources

Suggestions are grounded in your knowledge base and macros.

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.

SOC 2 Type II
SOC 2 Type II
HIPAA Compliant
HIPAA Compliant
GDPR Compliant
GDPR Compliant
Orvera AI
Get started

How do you get started with Orvera AI Agent Assist?

Orvera AI Agent Assist starts with a scoping conversation about your queues, your knowledge sources, and the stack you run today. Orvera then does the build, the deployment, and the integration itself, and your floor is live in 2 to 4 weeks. Book a demo at sales@orvera.ai to see Assist running on your own conversations.

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