Softtop AI Agent Assist delivers real-time in-call guidance to every agent during live calls, chats, and social conversations. When a customer raises a topic, the AI instantly surfaces relevant scripts, product information, compliance reminders, and next-best-action suggestions — visible only to the agent, never to the customer. This real-time coaching reduces handle time, improves first-call resolution, and ensures consistent responses regardless of agent experience level.
AI Agent Assist integrates with your knowledge base, CRM records, and product documentation. When a customer asks about a feature or pricing, the AI pulls the most relevant information to the agent screen without requiring a manual search. For compliance-sensitive conversations, the AI surfaces required disclosures and approved language automatically to keep every interaction within regulatory guidelines.
The feature works across all Softtop channels — voice, SMS, web chat, WhatsApp, Instagram, and Facebook Messenger. Voice agents see guidance in a side panel during the call. Text agents see inline suggestions before each reply. Supervisors configure which knowledge sources the AI references, set escalation triggers, and tune suggestion thresholds for their team's skill level.
Setup requires no external tools beyond your existing Softtop subscription. The AI draws on content uploaded directly to the platform or connected via webhook. Most teams have AI Agent Assist active for their top use cases within one hour of initial configuration. The feature is included on all Softtop contact center plans with no per-agent add-on fee and no minimum seat requirement to enable it. AI Agent Assist is available immediately after account activation with no training period. Pulled from your knowledge base the moment a stall surfaces. Upsell paths and retention plays surface on every qualifying call. Answers from your KB whispered to the agent in under a second. Required disclosures before agents commit to anything off-policy. Pulls from your recordings, KB, and playbooks — no shared training across tenants. Blocklists, disclosures, and approved phrasing enforced at the prompt layer. Coaching becomes a measurable trend line, not a gut feel reviewed once a quarter. Objection frequency drops as the AI feeds reps the rebuttal that worked last time. Whisper coaching ramped our junior agents faster than any onboarding playbook we tried. By week three, they sound like the senior team. Our objection rate on the top five stalls dropped 31% in the first month. The AI feeds reps the rebuttal that worked on the last ten calls — not a stale battle card. The empathy cue alone is worth the seat. Agents catch frustrated customers before they ask for a manager, and we save accounts we used to lose mid-call. No. Whisper audio and inline suggestions are visible only to the agent on the call. How is it different from a static script? Scripts are read top-to-bottom. The AI responds to the actual conversation in real time based on sentiment, intent, and context. Connect your knowledge base, approve the first 50 whisper samples. Typical deployment is one afternoon. Yes. 30+ languages with the same latency and fidelity. Yes. Blocklists, required disclosures, and approved phrasing are enforced at the prompt layer. US teams using Agent Assist to onboard faster and close more. How the live coach works, what it can say, and how fast it deploys. Whisper coaching for every agent, every call. Connect your knowledge base, approve the first whispers, go live this afternoon.