AI-Assisted Agents

Your Agents, With The Answer Already On Screen.

Real-time assist during live calls.

The best agents are not the ones who memorize the most policies, they're the ones with the fastest access to the right answer. Real-time agent assist listens to a live call, surfaces suggested answers and relevant knowledge as the conversation happens, and writes the after-call summary, so your agents spend less time searching and more time talking to the customer in front of them.

Request a Fit CheckSee Where It Helps
5-20%
Typical reduction in Average Handle Time
$1/day
Per agent for AI call summaries and disposition notes via Contact Lens
6
Interaction types we deliberately keep human, not automated
Contact center agent receiving suggested answers and knowledge during a call

Standard Consulting Partner since 2017

What It Actually Does

Four things agent assist does during a live call

Not a wall of buzzwords. This is the plain-English version we walk clients through before scoping anything.

Suggested Answers, Live

While the customer is talking, the agent sees suggested answers and relevant knowledge, not a blank screen and a frantic search.

Faster Knowledge Lookup

AI-assisted search across your approved internal content, so an agent stops tabbing between five systems to find one answer.

Automatic Call Summaries

Automatic call and chat summaries with recommended disposition notes, so after-call work stops eating into hold times.

Faster Agent Onboarding

New agents get guided next steps on complex, regulated, or policy-heavy interactions from day one, not month three.

What we won't automate, at least not yet

Being honest about this is part of scoping it correctly.

  • Escalations and complaints
  • Billing disputes and refunds
  • Edge-case troubleshooting
  • Policy interpretation
  • High-emotion or high-stress calls
  • Conversations that need judgment, not just information

Where It Helps Most

Three moments agent assist earns its keep

Not every call needs it. These are the moments where it changes the outcome.

Complex Policy Questions

When the right answer depends on three different policy documents, agent assist surfaces it instead of making the customer wait on hold while someone checks.

Regulated & Compliance-Heavy Interactions

Guided next steps keep agents inside the lines on interactions where getting it wrong has real consequences.

New-Agent Onboarding

New hires handle harder calls sooner with live suggested answers standing in for a supervisor who can't be at every desk at once.


Before You Roll This Out

Are you ready for agent assist?

Real-time agent assist works when the groundwork is already in place. This is the same checklist we run before recommending it.

Readiness checklist

  1. 1Top call drivers identified
  2. 2Clean and current knowledge base
  3. 3Defined success metrics: AHT, FCR, CSAT
  4. 4Structured Amazon Connect flows
  5. 5Human fallback paths
  6. 6Prompt governance and guardrails
  7. 7Business and IT alignment

Mistakes we help you avoid

  • Treating AI as a bot replacement instead of a performance tool
  • Skipping prompt and guardrail design
  • Over-automating before understanding call drivers
  • Rolling out with no baseline metrics or ROI hypothesis
  • Training AI on outdated or messy knowledge content
  • Trusting a vendor demo over your own real call flows
Talk It Through First

Get an AI Performance Fit Check

In 30–45 minutes we identify where agent assist would move the needle first, whether your knowledge base and call flows are actually ready, and what measurable ROI looks like within 90 days.

Request an AI Performance Fit Check

Proof, Not Hype

What this actually looks like in production

A real price, and how it ships as an actual scoped service, not a theoretical AI slide.

Real Pricing

Contact Lens sentiment and summaries, for about $1 a day

Dextr's integration with Amazon Connect Contact Lens adds automatic transcription, sentiment analysis, and disposition notes for roughly $1 a day per eight-hour agent shift, real agent assist output without a big platform bill.

Real Scope

Agent Assist ships as its own scoped module

Real-Time AI Agent Assist is one of the Fixed-Fee AI modules we offer: suggested answers, AI-assisted search, and automatic disposition notes, scoped and quoted like everything else we build.

Certifications

AWS Certified Generative AI Developer – Professional badge
AWS Certified Machine Learning Engineer – Associate badge
AWS Certified AI Practitioner – Foundational badge

“From watching his YouTube videos, we engaged Peter on numerous contact center projects, including migrating a portion of our Cisco UCCX contact center into AWS.”

Amir SafayanReal Estate Entrepreneur

“We wasted a month trying to DIY Connect. DrVoIP had us live in 4 days, with full IVR.”

CX ManagerSaaS Helpdesk

“I feel their knowledge of both the AWS product as well as our previous product has been a great asset in easing the transition, as they already know how our current solution works and what we will want from AWS in regards to mimicking certain features.”

Jason AgcaoiliManager, ASMR

Where This Fits In What We Build

Agent Assist is not a standalone product

It's one grounded layer that shows up across the services already on this site. Here's exactly where.

Why AI Solutions

See the full picture of how DrVoIP applies AI across a contact center, not just this one piece.

Explore ›

Knowledge AI (RAG)

The same grounded content that powers agent assist can also answer customers directly.

Explore ›

Fixed-Fee AI Modules

Agent Assist is scoped and quoted as its own add-on package, the same as everything else we build.

Explore ›


Common Questions

Frequently asked questions

It listens to the conversation in real time and surfaces suggested answers, relevant knowledge, and next steps to the agent, not the customer. The agent stays in control of what they actually say.

No. We deliberately keep escalations, billing disputes, and high-emotion calls in human hands. Agent assist speeds up the agent, it does not remove them.

A chatbot talks to the customer directly. Agent assist works behind the scenes, feeding a human agent the answer, so it's a different tool solving a different problem, not a smaller version of the same one.

A clean, current knowledge base, defined success metrics like AHT and FCR, structured Amazon Connect flows, and a clear human fallback path. We check all of this in the AI Performance Fit Check before recommending anything.

Most teams see measurable ROI within about 90 days of a focused pilot. We start with an AI Fit Check, run a quick pilot on one call type, then expand once it proves out.


Further Reading

More on AI, Connect, and agent performance

Tips and tricks smartphone illustration

Advanced Post Call Survey using Amazon Connect and LENS!

, , ,
Post Call Survey configurations Configuring a post call survey in Amazon Connect is very straight forward and many others have outlined strategies for doing such a configuration.    The usual strategy typically prompts the caller to enter…
Amazon Bedrock SageMaker and Lex illustration

AI in Amazon Connect: How Bedrock, Lex, and SageMaker Work Together

, , ,
Artificial Intelligence (AI) is transforming customer service — but figuring out how it actually fits into Amazon Connect can feel like drinking from a firehose. If you’ve heard about Amazon Bedrock, Lex, and SageMaker, and wondered which…
AWS search services options illustration

The DrVoIP AWS "Search Solutions" Guide

, , ,
which search service should I use One of the most common questions we hear from clients building on AWS especially those exploring generative AI is which search service should I use? AWS offers four distinct search and query services, each…
AWS first LangGraph and CrewAI comparison diagram

AWS Bedrock, LangGraph, or CrewAI? Choosing an AI Stack That Survives Production

, , ,
Executive summary: Amazon Bedrock, LangGraph, and CrewAI are not three competing versions of the same product. Amazon Bedrock supplies managed access to AI models and supporting services. Frameworks such as Strands Agents, LangGraph, and CrewAI…

Replacing the old press-1-to-5 survey with sentiment analysis for a real read on call quality.

How three AWS AI services combine inside a contact center to handle understanding, response, and prediction.

A guide to the AWS services that make enterprise search and knowledge retrieval practical to deploy.

A practical comparison of AI orchestration frameworks for teams building past the proof of concept stage.

Advanced Post Call Survey Using Amazon Connect and Lens

AI in Amazon Connect: How Bedrock, Lex, and SageMaker Work Together

The DrVoIP AWS Search Solutions Guide

AWS Bedrock, LangGraph, or CrewAI? Choosing an AI Stack That Survives Production

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Ready to see where agent assist would help first?

Start with an AI Performance Fit Check, and we will tell you honestly which call type would move the needle first for your team.

Request an AI Performance Fit Check
844-4DrVoIP (844-437-8647)grace@drvoip.com

FREE GUIDES & CHECKLISTS

Take a useful next step.

Free resource 5 pages · PDF

Amazon Connect AI Readiness Checklist

Five-page operational guide containing the same seven readiness checks as the interactive scorecard, plus quick wins, knowledge hygiene, governance and measurement.

Get the AI Readiness PDF Delivered to your inbox
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