Real-time AI Agent Assist: Transforming the Contact Center Conversation

AI is moving beyond analyzing customer conversations after they happen. With Realtime AI Agent Assist, AI can support agents while the conversation is happening, helping them respond accurately, follow compliance requirements, and improve customer interactions.

In this webinar, Urvi Solanki, Host & Moderator, was joined by Rahul Patel, Co-Founder of Verbix.AI, to explore how real-time AI can transform contact center operations.

Watch the Webinar Recording

Meet the Speakers

Speaker: Rahul Patel

Rahul Patel is a Co-Founder of Verbix.AI with experience in CRM, contact center technology, and AI-powered customer experience solutions. In this session, Rahul demonstrated how real-time AI can support agents across industries including banking, insurance, healthcare, telecom, and travel.

Key Discussion Highlights

Why Real-Time AI Agent Assist Matters

Urvi asked Rahul why contact centers need real-time assistance when many organizations already analyze calls after they are completed.

Rahul explained that traditional analytics can identify performance gaps after a call, but agents often need support during the conversation itself.

For example, a banking customer may ask why their card has been blocked or why a transaction has been delayed. An agent may not immediately know the answer. Real-time AI can provide the relevant information directly on the agent’s screen, helping them respond without placing the customer on hold or transferring the call.

AI Suggestions During Live Conversations

Rahul demonstrated how Agent Assist can display real-time suggestions based on what the customer and agent are discussing.

He shared examples including:

• Airline: Providing baggage policy information when a customer asks about baggage limits.
• Insurance: Helping an agent respond when a customer asks whether their policy covers windshield damage.
• Healthcare: Providing guidance when a customer asks whether a referral is required before seeing a specialist.

This allows agents to access relevant knowledge while maintaining the flow of the conversation.

Real-Time Compliance and Quality Monitoring

Another important capability demonstrated by Rahul was real-time compliance monitoring.

The system can check whether agents are following defined rules and compliance requirements during a live conversation. Managers can also monitor ongoing calls and review recommendations, quality scores, and compliance results.

For highly regulated industries such as banking, finance, insurance, and healthcare, this can help organizations maintain consistent processes while supporting agents in real time.

Audience Q&A

During the session, the discussion highlighted several practical questions organizations should consider when implementing AI Agent Assist.

How can AI help agents who don’t know the answer to a customer question?
AI can use configured knowledge sources, such as websites and other information repositories, to provide relevant suggestions directly to the agent during the call.

Can managers monitor live conversations?
Yes. Rahul demonstrated how managers can view ongoing calls, access call details, and review recommendations, quality, and compliance information.

How does real-time AI improve customer experience?
By giving agents timely information and guidance, AI can reduce delays, improve response accuracy, support compliance, and help agents handle conversations more confidently.

Key Takeaway

The key message from Rahul’s session was simple: AI does not have to wait until a call is over to create value.

With Realtime AI Agent Assist, AI can become part of the conversation itself, helping agents access information, follow compliance rules, improve quality, and deliver more consistent customer experiences.

What’s Next?

As contact centers continue to adopt AI, the opportunity is shifting from simply analyzing conversations to actively assisting agents during them.

Verbix.AI’s Realtime AI Agent Assist brings knowledge, suggestions, compliance, and quality insights closer to the moment they are needed, helping contact centers make every customer conversation more effective.