What is agent assist?
Agent assist is the class of AI features that help a human agent during a live conversation without taking over. It drafts replies, suggests answers from the knowledge base, summarizes long threads, and flags policy-relevant moments.
What it offers
Agent-assist tools can suggest replies, summarize a conversation and help an agent find relevant knowledge. Available actions vary by product and configuration. Review generated content before sending it to a customer.
Why it works
Useful assistance reduces repetitive work while leaving the agent responsible for the reply. Measure the quality and time saved on real requests; an AI suggestion can still be incomplete or incorrect.
Implementation
Message AI offers drafting and knowledge assistance in supported Inbox workflows. Agents can review and edit its suggestions. Update your knowledge and instructions when answers need correction; rejecting a suggestion does not automatically retrain a model.
See it working on message.com.
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