Agent assist describes AI features that augment human customer service agents rather than replacing them. Common agent-assist patterns: AI-suggested responses the agent can accept or edit, automatic summarization of long customer conversations, real-time retrieval of relevant knowledge-base articles, sentiment analysis warnings, and post-conversation note generation.
Agent assist is typically the first deployment phase of AI customer service — lower risk than fully autonomous AI, easier change management, and a clear path to expanding AI scope as trust builds. Platforms like Zendesk AI, Freshdesk Freddy, Salesforce Einstein, and Intercom Fin all offer agent-assist modes.
See Customer Service Portal for the rollout playbook.