Agent Assist is an AI assistant for your agents and inspectors during a live Blitzz video session. It helps agents identify equipment, troubleshoot faster and follow the right procedure, without leaving the call or searching through manuals.
What Agent Assist can do
- See what the customer sees: the agent captures a frame of the live video and asks a question about it, such as "What model is this?" or "What does this error light mean?"
- Answer from your own content: answers come from your AI Knowledge Base, the manuals, guides and web pages your admins add.
- Fall back to general knowledge: if your Knowledge Base doesn't cover a device, agents can choose to get an answer from general AI knowledge, if your admin allows it.
- Suggest next steps: answers include suggested actions the agent can walk the customer through.
- Translate in real time: real-time speech translation helps agents support customers who speak another language.
Who it's for
- Contact center and remote support agents
- Field service technicians and dispatch teams
- Remote inspectors, adjusters and auditors
What Agent Assist uses
- The screenshot the agent chooses to capture
- The questions the agent types
- The last few messages of the Agent Assist conversation
- About the last 30 seconds of live captions, when available
- Content from your AI Knowledge Base
Agent Assist does not use the full call video or recording. Agent Assist conversations, screenshots and answers are not saved in your Blitzz account.
How to get started
- Build your AI Knowledge Base with your product manuals and support content.
- Turn on AI Knowledge Base in the Collaboration Profile your agents use.
- Start a live video session and open Agent Assist.