Exotel AI Assist

Turn every agent into your best agent

Exotel’s real-time Agent Assist helps agents reduce AHT, stay compliant, and deliver consistent experiences at scale.

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25B+ Interactions a year, trusted by the leading brands.

Real Time Agent Assist for High Performance Teams

AI Assist brings real-time intelligence into live customer conversations, listening as they unfold and surfacing exactly what your agents need right when they need it.

No hunting through knowledge bases. No awkward pauses. Just the right answer at the right moment.

Smart Guidance, Exactly When It’s Needed

Your best agent knows what to say and when to say it. Now all of them can.

Real-time guidance:Analyzes live conversations to surface the most relevant SOPs, policies, and knowledge articles as customers speak
Next-best actions:Recommends next-best responses, compliant prompts, and value-led actions, grounded in live transcripts and real-time sentiment signals
No dead air:Eliminates the "let me check on that" moments that kill momentum and frustrate customers

Automatic Call Wrap-Up

Eliminate the "After Call Work" (ACW) drag, and finish the work without slowing the team down

Instant interaction summaries:Generates clear, accurate summaries that capture key moments and outcomes of the interaction
Smart dispositions:Suggests the most appropriate disposition codes based on the actual flow and context of the conversation
Get agents back on phones faster:Less time documenting means reduced after-call work and more time solving problems

Fast to Launch. Easy to Control

AI that Ops teams can deploy without waiting on engineering.

Self-serve setup:Upload your documents, configure the AI, map it to your queues. Done.
No-code deployment:No-code configuration means faster rollouts without engineering dependency
Operational control by design:Gives operations teams full control over where and how AI assistance is applied

Features Built to Improve Live Agent Performance

AI Assist focuses on what actually moves outcomes during customer interactions – speed, confidence, consistency, and control.

Next-Best Action Guidance

AI Assist uses generative AI to recommend next-best actions based on the live conversation and available customer context. Agents are guided, not scripted, so responses stay accurate, compliant, and human.

Instant Knowledge Access

Using enterprise-grade RAG, AI Assist surfaces the most relevant information from public and private knowledge bases in real time, so agents get precise answers without breaking conversation flow.

Guided Playbooks for Consistent CX

AI-powered playbooks guide agents through complex interactions using your standards and policies, reducing variability, improving compliance, and accelerating ramp time for new hires.

Live Context & Sentiment Awareness

AI Assist tracks conversation history and sentiment as interactions unfold, helping agents adjust tone, pacing, and approach, especially during transfers or high-risk moments.

Automatic Summaries

Calls and chats are summarized automatically, capturing key moments and outcomes. Agents spend less time documenting and more time handling the next customer.

AI assistance you can correct in real time

Agents can override or refine AI suggestions instantly to maintain conversation flow, accuracy, and customer trust, keeping humans firmly in control.

Unified Agent Experience

AI Assist works inside a unified agent view, bringing AI guidance, interaction history, and system context together, reducing tool switching and cognitive load.

Enterprise Integrations, Ready to Scale

Pre-built integrations allow AI Assist to work with CRM systems, contact center tools, and enterprise data sources, so AI guidance reflects real business context.

Concurrent Interaction Support

Agents can manage multiple chat interactions simultaneously while maintaining clarity, continuity, and response quality.

Built for High-Stakes Industries

AI Assist is designed for environments where speed, accuracy, and compliance aren’t optional. It supports agents through complex conversations.

Banking & Financial Services
Logistics & Supply Chain
Healthcare
Retail & E-commerce
BPOs & Contact Center Outsourcers

Banking & Financial Services

Compliant conversations, without slowing customers down

Account & Eligibility Checks: Real-time guidance for KYC, eligibility rules, and policy validation
Sales & Upsell: Compliant prompts for offers, disclosures, and objection handling
Service & Resolution: Faster issue resolution with consistent, policy-aligned responses

Outcome

Lower compliance risk, faster resolutions, higher customer trust.

Logistics & Supply Chain

Fast answers for time-sensitive queries

Order Visibility: Instant access to tracking status and delivery updates during live interactions
Exceptions Handling: Clear guidance on delays, cancellations, refunds, and returns
Post-Delivery Support: Resolution workflows and follow-ups without repeat contacts

Outcome

Reduced WISMO calls, fewer escalations, improved CSAT.

Healthcare

Accurate support, delivered with empathy

Eligibility & Coverage: Real-time scripts for insurance checks and coverage validation
Appointments & Scheduling: Guided flows for bookings, reschedules, and reminders
Care Support: Consistent, empathetic responses for sensitive patient interactions

Outcome

Fewer errors, smoother patient journeys, better experience scores.

Retail & E-commerce

Frictionless buying, end to end

Pre-Purchase Support: Product discovery, recommendations, offers, and availability checks
Orders & Fulfillment: Order tracking, returns, refunds, and delivery updates via voice or chat
Post-Purchase Care: Issue resolution, feedback collection, and re-engagement

Outcome

Higher conversions, fewer support tickets, better customer retention.

BPOs & Contact Center Outsourcers

Consistent quality across clients and campaigns

Agent Readiness: Real-time guidance to handle multiple client SOPs without memorization
Faster Ramp-Up: Reduce training time and get new agents productive sooner
Quality at Scale: Maintain consistent responses and compliance across shifts and geographies

Outcome

Lower training costs, improved SLAs, and higher client satisfaction.

Built on trust. Ready for tomorrow

With Exotel, reliability is non-negotiable

Assists agents in real time without taking control of the conversation

Native and 3rd party integration

Scales with your CX maturity

Omnichannel ready

Built to reduce AHT, improve resolution time, and cut after-call work

Security, compliance, and data masking are built into the core

Fast to deploy and easy to manage without dependency

Ready to drop your AHT by 10%?

With Exotel AI Assist, lower AHT, stay compliant, and deliver consistent experiences at scale.

Book a Demo