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Agent Assist and Virtual Assistants: How are Companies Supercharging their Agents?

Robin Gareiss  (CEO & Principal Analyst, Metrigy)

Location: Osceola B

Date: Tuesday, March 26

Time: 3:00 pm - 3:45 pm

Pass Type: 3-Day Conference Pass, 4-Day Conference Pass - Get your pass now!

Session Type: Breakout Session

Track: CX/Contact Center

Vault Recording: TBD

CX leaders are increasingly focused on agent productivity - and a key way they make that happen is through the use of advanced technology. Agent assist is the most widely used AI application for customer experience, as well as the top AI application to help close sales. Benefits are profound, including a 27% reduction in average handle time.

During this session, you'll learn key best practices based on a global study of more than 600 companies for adding or improving agent performance through the use of agent assist.


  • What is agent assist, and how are companies using it?
  • How is it driving business success, including revenue, costs, agent efficiency, and customer satisfaction?
  • How widespread is the use of screen-pops, and are they more widely used during interactions in certain channels?
  • What role does generative AI play in agent assist?