Agent assist companies, products & suppliers
Real-time help for human agents (next reply, knowledge, wrap-up), not a bot that talks to the customer. Jobs: next-reply drafts; knowledge surfacing; after-call wrap-up.
What is Agent assist?
Real-time help for human agents (next reply, knowledge, wrap-up), not a bot that talks to the customer. Jobs: next-reply drafts; knowledge surfacing; after-call wrap-up.
What problems does it solve?
Agents still hunt five systems while the customer waits.
Typical business use cases
- Next-reply drafts
- Knowledge surfacing
- After-call wrap-up
Important capabilities
- Realtime
- CRM/knowledge
- Coach vs autopilot
What buyers should evaluate
- Whether it can send as the agent
- Latency
- Training on conversations
Risks and governance considerations
An assist that sends as the agent without a click.
Procurement checklist
- Send vs draft
- Latency
- Logs
Relevant AI Trustmark assurance
AI Trustmark independent findings appear only when an assessment or certificate exists. Category membership does not imply verification.
Companies and providers
Claimed suppliers appear first so buyers can start with listings the company has taken ownership of. Payment does not buy this order.
ASAPP delivers the leading agentic customer experience platform for enterprises at scale. ASAPP publishes ASAPP AI Compose as named AI products. ASAPP is used for Agent assist work
Explore agent assist, automated QA, business insights, coaching, call summarization, and more. Balto publishes Balto Real-Time Guidance as named AI products. Balto is recorded in S
eGain publishes eGain AssistGPT as named AI products. eGain is used for Agent assist work. eGain is recorded in Sunnyvale, United States. eGain publishes product information at ega
Five9 publishes Five9 Agent Assist as named AI products. Five9 is recorded in San Ramon, United States. Five9 publishes product information at five9.com.
Orchestrate experiences in real time with an AI-powered platform that makes it possible to foster customer loyalty and build efficient teams. Transform your CX today. Genesys Cloud
Google is a US technology company that sells consumer and cloud AI products, including Gemini, Search, and related developer APIs on Google Cloud. Google publishes Imagen, Gemini f
Enterprise AI platform for modern contact centers that boosts efficiency, automates workflows, & enhances customer experience with real-time insights. Laivly publishes Sidd Duo as
Mavenoid achieves the highest resolution rate in every head-to-head test, combining voice, text, images, and video to handle more complex issues than any other AI agent. Mavenoid p
Talkdesk is the leader in Customer Experience Automation (CXA), using AI and real-time data to automate customer journeys, reduce costs, and improve outcomes. Talkdesk publishes Ta
Move beyond deflection with AI agents that resolve issues from start to finish. Improve service quality, speed and scale. Start your free trial. Zendesk, Inc. trades as Zendesk, ba
Products
Claimed products appear first. Ranking packs and payment do not change this list.
- ASAPP AI Compose· ASAPP
- Balto Real-Time Guidance· Balto
- eGain AssistGPT· eGain
- Five9 Agent Assist· Five9
- Genesys Cloud Copilots· Genesys
- Google Cloud Agent Assist· Google
- Mavenoid Copilot· Mavenoid
- Sidd Duo· Laivly
- Talkdesk Copilot· Talkdesk
- Zendesk Copilot· Zendesk
Also used in this category
These products have a different primary category so they do not compete for the same ranking queries. They are listed here because buyers still encounter them in this job.
- Genesys Cloud CX· Genesys
- Zendesk Intelligent Triage· Zendesk
Related categories
Relevant procurement and assurance guides
Frequently asked questions
What is Agent assist?
Real-time help for human agents (next reply, knowledge, wrap-up), not a bot that talks to the customer. Jobs: next-reply drafts; knowledge surfacing; after-call wrap-up.
What should not be listed as Agent assist?
Products whose buyer job is customer-support agents, chatbots, or ticket automation. Those belong on their own category page so search queries are not split.
Has AI Trustmark independently assessed every Agent assist supplier?
No. A category listing is descriptive. Independent assessment is shown only on company or product pages that carry Trustmark evidence.
What model or provider changes should a buyer insist on being told about?
Material change usually includes a new model family, new region, new subprocessor, new write-capable tool, or a change that affects logging, privacy or human oversight. Those changes should trigger evidence refresh rather than a silent release.
How should buyers verify where AI customer data is processed?
Ask for the named processing locations, cloud regions and any subprocessors that see prompts, files or outputs. A directory listing is not evidence of residency. Independent assessment records the locations that were in scope on the assessment date.
Does a TrustMark on one product cover the rest of the company?
No. Independent assessment is scoped to the named organisation and, where relevant, the named product. Category pages list suppliers as a topic label. They do not imply that every listed company has been assessed.
What incident-handling evidence is useful for AI suppliers?
Buyers should see how AI-specific failures are detected, contained and notified — including unsafe outputs, data leakage and unauthorised agent actions. An incident policy that never mentions models, prompts or tools is incomplete for this class of product.
What security testing evidence should buyers request for an AI product?
Ask what was tested, against which version, whether prompt-injection, data-exfiltration and tenant isolation were in scope, and where failed prompts were stored. A generic ISO certificate or a vendor scanner screenshot is not by itself an AI TrustMark assessment.