Real-time AI guidance for smarter agent experiences.
OmniAssist is a real-time agent guidance platform that helps customer service teams deliver faster, more consistent, and more informed interactions. Using retrieval, conversational intelligence, and flexible AI capabilities, OmniAssist gives agents relevant guidance, summaries, and support while keeping the human agent in control.
Why OmniAssist?
Give agents the information they need, when they need it.
Agents often need to search across multiple sources while simultaneously listening to customers, following processes, and resolving issues. OmniAssist brings relevant information and guidance into the agent experience, helping reduce friction and improve the consistency of customer interactions.
Surface relevant information in real time
Support agents with contextual guidance
Provide multilingual assistance
Enable smooth escalation when specialist support is required
Generate transcripts and interaction records for follow-up and analysis
What OmniAssist Does
AI support that works alongside your agents.
Real-time agent guidance
Provide contextual answers, recommendations, and next-best-action support during live interactions.
Knowledge-grounded assistance
Retrieve relevant information from approved enterprise sources to help agents respond with greater confidence.
Context-aware conversations
Use customer and interaction context to make guidance more relevant to the situation
at hand.
Seamless escalation
Support smooth transitions to specialist or live-agent workflows when additional expertise is needed.
Multilingual support
Help teams serve customers across languages through automatic translation and multilingual capabilities.
Transcript generation
Automatically capture interaction transcripts for analysis, records, and quality improvement.
How OmniAssist Works
Real-time intelligence without disrupting the agent workflow.
Listen
Interaction data is captured from supported contact-center or digital environments.
Understand
AI interprets the conversation, intent, and relevant context.
Retrieve
Relevant enterprise knowledge and guidance are surfaced.
Assist
Agents receive contextual suggestions, answers, or next steps within the workflow.
Capture & Improve
Transcripts and interaction insights support review, quality improvement, and ongoing optimization.
Core Capabilities
Built around the moments that matter in every customer interaction.
Customizable design
Tailor the experience to your brand, workflows, and operational needs.
Video and screen sharing
Enable richer digital interactions where required.
Multilingual support
Help agents and customers communicate across languages.
Customer feedback
Capture valuable feedback and interaction insights.
Agent escalation
Transition complex interactions to the right human support.
Transcript generation
Create records that support analysis and follow-up.
Contact Center & AI Ecosystem
Designed to fit into your existing CX environment.
Genesys Cloud
Google Contact Center AI
Amazon Connect
Google Vertex AI
Other supported contact-center & AI environments based on implementation requirements
Why Choose OmniAssist?
Help agents work smarter, not harder.
Real-time guidance during customer interactions
Knowledge-grounded recommendations
Customizable customer and agent experiences
Multilingual capabilities
Seamless human escalation
Fast deployment and integration
Transcript and interaction insights
Use Cases
Support agents across the customer-service journey.
Customer service and contact-center support
Complex customer inquiries
Agent onboarding and day-to-day guidance
Knowledge retrieval during live conversations
Multilingual customer support
Interaction summaries and post-call review
