Agents lose minutes on every tricky call hunting through wikis, PDFs and old emails. Knowledge assist answers from the content you have approved, shows the source beside the answer and says so plainly when the answer is not there.
A pipe burst under the kitchen sink and the floor is ruined. Am I covered?
Let me check your policy wording for sudden water damage.
Sudden escape of water is covered. Gradual leaks are excluded. Excess applies.
A confident wrong answer is worse than no answer on a regulated call. Knowledge assist is built to stay inside what you have signed off.
Policy documents, procedures and product guides from the knowledge bases you already keep. You choose what is in scope.
The answer appears in LiveAssist in a sentence or two, with links to the passages it came from.
If the approved content does not cover the question, it says so and suggests who to ask.
Every answer an agent gives is a commitment on your behalf. Showing the source lets the agent confirm it in a glance and lets QA see why it was said.
Agents stay in the conversation instead of leaving the customer to search, which cuts handle time on complex calls.
A sourced answer means fewer repeat calls from customers who were told the wrong thing.
New agents can handle unfamiliar products from day one, with the manual effectively open beside them.
Suggestions appear from what the customer says, so the agent does not have to phrase a search mid-call. Why it matters: attention stays on the customer.
Your content owners decide which knowledge bases and documents are in play. Why it matters: nothing unapproved is ever quoted to a customer.
Customer details are redacted in transcripts and logs. Why it matters: your knowledge lookups do not become a new store of personal data.
The knowledge that guides your people can also ground voice agents. Why it matters: customers get the same answer from AI and from a person.
We will load a sample of your approved content and show the answer, the source and what happens when the answer is not there.