What is Agent Assist?
An AI assistant for agents and inspectors during live Blitzz video sessions. It answers questions about what the agent sees on the call, using your own AI Knowledge Base.
How do I turn on Agent Assist?
An admin turns on AI Knowledge Base in the Collaboration Profile your agents use. Go to Settings > Session Settings > Collaboration Profiles.
Where do the answers come from?
From the manuals, files and web pages in your AI Knowledge Base. If your admin allows it, agents can also choose Use Global Knowledge for questions your Knowledge Base doesn't cover.
Does Agent Assist watch the whole call?
No. It only uses the frame the agent captures, the text the agent types, recent conversation messages, and about the last 30 seconds of live captions.
Does the customer see Agent Assist?
Agent Assist is a tool for the agent. The customer sees only the guidance the agent shares with them. For a customer-facing AI experience, see Self Assist.
Are Agent Assist conversations saved?
No. Agent Assist conversations, screenshots and answers are not saved in your Blitzz account.
Is our data used to train AI models?
No. Under our AI providers' enterprise terms, your data is not used to train or improve their models.
Can Agent Assist make mistakes?
Yes. AI answers can be wrong or out of date. Agents should check important steps, especially safety steps, against the official manual.
Can I limit which knowledge bases agents use?
Yes. In the Collaboration Profile, use Configure AI Knowledge Base to choose All or specific knowledge bases.
Does Agent Assist support other languages?
Yes. Agents can choose the answer language, and real-time speech translation helps with customers who speak another language.