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
Suggested replies grounded in the knowledge base. Real-time summarization of incoming messages so the agent can skim. Auto-tagging by intent and sentiment. One-click translation. Tone adjustment (formal, friendly) before sending. Wrap-up notes that summarize the resolution.
Why it works
Replacing agents wholesale produces brittle automation. Augmenting agents reduces handle time, improves consistency, and lets junior agents perform at senior-agent level on common requests. The customer still talks to a human; the human just has a faster brain behind them.
Implementation
In message.com, agent assist surfaces inline in the chat composer with a one-tap accept. The agent always has the final word. Suggestions that are repeatedly rejected feed back into the model to improve future ones. See the Agent assist feature.
See it working on message.com.
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