AI assistance

An AI agent leads a conversation itself. AI assistance does not: it sits next to the person leading the conversation and works for them. It is also called agent assist.

#During the conversation

The assistance follows the chat, and on the phone it works with the transcript. From what the customer says, it works out what would help right now.

• Suggested replies. A draft the agent accepts, adapts or discards.
• Relevant knowledge. The right article from the knowledge base, without searching.
• Next steps. What to do next for this request.
• Context. After a handover from an AI agent: what has already been settled.

Univerx Assist· active

Conversation

AI agent, disclosedHandover from AI agent · context complete

I received the decision letter, but the amount does not match my application.

I have the case in front of me. One moment, I am checking the calculation.

Sentiment: calmVoice

Univerx Assist

Suggested reply

The letter deviates from the application. I will propose a correction and send you the confirmation by message.

InsertAccept

Summary

Request: deviation in the letter. Documents on file. Next step: correction, confirmation by message.

#After the conversation

Wrap-up often takes more time than expected. The assistance writes a summary with request, outcome and next step. The agent checks it and files it with the case.

That saves more than time. Notes become more consistent, and whoever picks up the case later finds their way faster.

#For team leads

Team leads benefit too. Instead of listening in on single conversations, they see an overview of queues, frequent topics and coaching needs. The basis is speech analytics, condensed to team and topic level.

That lets them spot early when a new topic triggers many conversations, and adjust knowledge or training where it is needed.

#The person decides

Because assistance systems process conversation data, data protection and, in Germany, the works council belong at the table early. Clear rules on purpose and access build trust with the people who use it every day.

#AI assistance in Univerx

Univerx Assist provides suggested replies, relevant knowledge, next steps and automatic summaries for agents in the conversation and team leads in the overview. The knowledge comes from Univerx Knowledge; the interface is the shared agent desktop.