Data as of Sep 21, 2026 · Based on 297 AI responses from ChatGPT Search and Google AI Mode · See how Parse measures this
If agents need live KB answers, try 
Brands AI recommends here
Named in 57% of answers
Named in 37% of answers
Best when you want live, context-aware guidance and compliance support: Observe.AI surfaces knowledge articles, scripts, and next-best actions in real time, focused on contact-center workflows.
Named in 36% of answers
Named in 35% of answers
Best when intent-aware NLU matters: Level AI detects conversation intent and dynamically surfaces KB articles, prompts, and suggested responses to lower handle times, but requires KB integration and tuning.
Source | Citation share |
|---|---|
 8 best real-time agent assist software for contact centers in 2026https://thelevel.ai/blog/real-time-agent-assist/ | 4% |
 Real-Time Agent Assist Powered by AI | Balto AI | Baltohttps://www.balto.ai/real-time-agent-assist/ | 3% |
 Real-time agent assist solutions | NiCEhttps://www.nice.com/info/real-time-agent-assist-solutions | 3% |
 What Is Real-Time Agent Assist for Contact Centers? (2026 Guide) - Capacityhttps://capacity.com/blog/real-time-agent-assist/ | 2% |
 Top 7 Real-Time Agent Assist Tools for Contact Centers in 2025 | mihuphttps://mihup.ai/agent-assist-tools/ | 2% |
 Surface knowledge automatically with the Genesys Agent Assist - Genesys Cloud Resource Centerhttps://help.mypurecloud.com/articles/surface-knowledge-automatically-with-the-genesys-agent-assist/ | 1% |
 How Agent Assist in Contact Centers Boosts CXhttps://technologyadvice.com/blog/information-technology/contact-center-agent-assist/ | 1% |
 Agent Assist | Google Cloud Contact Center as a Service | Google Cloud Documentationhttps://cloud.google.com/contact-center/ccai-platform/docs/agent-assist | 1% |
 AI Agent Assist Software to Improve Agent Productivity | Sprinklrhttps://www.sprinklr.com/products/customer-service/agent-assist/ | 1% |
 10 Best Real-Time Agent Assistance Software [2026 Guide]https://wizr.ai/blog/best-real-time-agent-assistance-platforms/ | 1% |
Several contact-center vendors offer real-time **agent assist** that listens to calls/chats and surfaces relevant knowledge articles, FAQs, or suggested answers: - Google Cloud — **Customer Engagement Suite / Agent Assist**: provides in-the-moment guidance, knowledge article suggestions, real-time transcription, and…
Several contact-center vendors offer real-time agent assist that listens to calls/chats and surfaces relevant knowledge articles, FAQs, or suggested answers:
When evaluating, compare:
When call center agents struggle to find answers during live calls, real-time **AI agent assist** tools can listen to or transcribe the conversation as it happens and instantly surface relevant knowledge base articles, macros, or next-best-action…
When call center agents struggle to find answers during live calls, real-time AI agent assist tools can listen to or transcribe the conversation as it happens and instantly surface relevant knowledge base articles, macros, or next-best-action prompts.
Leading providers offering real-time knowledge surfacing and agent assist capabilities include:
If you'd like to narrow down the best fit, let me know:
Several contact-center and customer-service platforms offer **agent assist** capabilities that listen to live conversations (or analyze tickets/chats) and surface relevant knowledge base articles, FAQs, recommended responses, and next steps in the agent workspace. Examples include: Vendor | Agent assist capability |…
Several contact-center and customer-service platforms offer agent assist capabilities that listen to live conversations (or analyze tickets/chats) and surface relevant knowledge base articles, FAQs, recommended responses, and next steps in the agent workspace. Examples include:
| Vendor | Agent assist capability | How it surfaces knowledge |
|---|---|---|
| Genesys | Genesys Cloud Agent Assist / Agent Copilot | Analyzes live voice or digital conversations and presents contextually relevant knowledge articles, FAQs, and suggested responses to agents. Genesys Genesys Cloud Resource Center |
| Zendesk | Zendesk Agent Copilot (including real-time AI suggestions and Auto Assist) | Uses conversation context and Zendesk Help Center content to provide real-time suggestions, article-based answers, and guidance inside the agent workspace. Zendesk Support Zendesk Support |
| Salesforce | Salesforce Service Cloud with Agentforce capabilities | Recommends knowledge articles and provides AI-generated guidance grounded in customer service data and knowledge sources. Salesforce Salesforce |
| Google Cloud Customer Engagement AI / Agent Assist offerings | Provides AI assistance for customer service agents, including retrieval of relevant information during interactions. (Capabilities vary by configuration.) | |
| NICE | CXone Expert / Enlighten AI capabilities | Combines knowledge management and AI assistance to help agents find answers during customer interactions. |
| Microsoft | Dynamics 365 Customer Service Copilot | Provides AI-generated answers and knowledge suggestions within the customer service workspace. |
When evaluating these tools, common selection criteria are:
For a call center specifically, the strongest fit is usually a platform that can combine real-time speech transcription + knowledge retrieval + agent desktop integration, because agents can receive answers without manually searching while the customer is waiting.
If you share your current stack (for example, Salesforce, ServiceNow, Zendesk, Genesys, NICE, Five9, Amazon Connect, or a custom CRM), I can narrow this to vendors that integrate directly.
Several top-tier platforms specialize in real-time AI agent assist tools that listen to or read live customer interactions, automatically surfacing the right knowledge base articles, macros, or next-best-actions.[](https://capacity.com/blog/real-time-agent-assist-for-contact-centers/)…
Several top-tier platforms specialize in real-time AI agent assist tools that listen to or read live customer interactions, automatically surfacing the right knowledge base articles, macros, or next-best-actions.
Leading providers in this space include:
To help narrow down which tool fits your environment best, could you tell me:
Yes. This is usually called **real-time Agent Assist** or **AI Agent Assist**: the system listens to the live conversation, understands the customer’s intent, and automatically surfaces relevant knowledge articles, procedures, suggested responses, or next-best actions. Some strong vendors to evaluate: - **Google Cloud…
Yes. This is usually called real-time Agent Assist or AI Agent Assist: the system listens to the live conversation, understands the customer’s intent, and automatically surfaces relevant knowledge articles, procedures, suggested responses, or next-best actions.
Some strong vendors to evaluate:
If your primary problem is “agents can't find the right KB article quickly enough,” I'd put Google, Genesys, NICE, ServiceNow, Balto, and Level AI at the top of the evaluation.
The key distinction is whether you want:
For a vendor evaluation, I'd specifically test time-to-suggestion, citation/grounding, integration with your existing KB, latency during voice calls, CRM integration, and what happens when no KB article matches. Those factors matter more than the generic “AI assistant” feature list.
Yes. Several major contact-center platforms now offer **agent assist/copilot** capabilities that listen to the live conversation and surface relevant knowledge articles, FAQs, policies, or suggested answers without making agents manually search. Vendor | Agent-assist offering | Real-time knowledge surfacing |…
Yes. Several major contact-center platforms now offer agent assist/copilot capabilities that listen to the live conversation and surface relevant knowledge articles, FAQs, policies, or suggested answers without making agents manually search.
| Vendor | Agent-assist offering | Real-time knowledge surfacing | Particularly good fit |
|---|---|---|---|
| genesys.com | Agent Copilot / Agent Assist | Yes — continuously searches the knowledge base and can automatically display relevant articles during conversations. Genesys Genesys Cloud Resource Center | Organizations already on Genesys Cloud |
| nice.com | Agent Assist Hub / Copilot for Agents | Yes — analyzes the live interaction and surfaces knowledge articles, FAQs, suggested responses, and next actions. NiCE Nice CXone Help | Large/complex contact centers needing a broad agent-assist suite |
| zendesk.com | Zendesk Copilot + real-time AI suggestions | Yes — live call transcripts are analyzed and relevant Help Center articles, policies, troubleshooting guides, and FAQs are surfaced in the ticket. Zendesk Support | Teams already using Zendesk knowledge/help center |
| servicenow.com | Live Agent Assist / AI-powered recommendations | Yes — analyzes the live transcript, queries the Knowledge Base/Knowledge Graph, and provides cited recommendations in the agent workspace. ServiceNow | Enterprises heavily invested in ServiceNow |
| cloud.google.com | Agent Assist | Yes — can provide agents with relevant FAQs and knowledge-base information based on the interaction. Nice CXone Help | Companies wanting Google Cloud AI/custom integrations |
For your specific problem—"agents can't find answers quickly while they're on the phone"—I'd put these three at the top:
The key evaluation question isn't simply "does it have AI?" Ask vendors to demonstrate a live call using your actual knowledge base: customer asks a question → speech is transcribed → system identifies intent → relevant article/policy appears automatically → agent gets a concise answer with a source citation. That workflow is what directly addresses your agents' problem.
If you tell me what CCaaS/CRM and knowledge base you currently use (e.g., Genesys, Five9, NICE, Salesforce, ServiceNow, Zendesk, SharePoint), I can narrow this to the 3–5 best options and compare pricing, integrations, deployment effort, and knowledge-retrieval quality.
When call center agents struggle to find answers during live calls, it usually drives up **Average Handle Time (AHT)** and **After-Call Work (ACW)** while hurting **First Call Resolution (FCR)**.[](https://www.youtube.com/watch?v=QI06TCIm6e0&vl=en) [[1]](https://www.youtube.com/watch?v=QI06TCIm6e0&vl=en) Real-time…
When call center agents struggle to find answers during live calls, it usually drives up Average Handle Time (AHT) and After-Call Work (ACW) while hurting First Call Resolution (FCR).
Real-time agent assist tools use live speech-to-text transcription and AI to listen to the conversation, parse the customer's intent, and automatically surface the exact knowledge base articles, macros, or next steps directly on the agent's screen.
The primary vendors offering real-time knowledge-surfacing agent assist tools include:
To help narrow down which tool fits your environment, could you share:
Yes. There are several strong vendors in this category. If your specific requirement is **“listen to the live call and proactively surface the right knowledge/article without making the agent search,”** I’d shortlist these: Vendor | What it does | Best fit --- | --- | ---
Yes. There are several strong vendors in this category. If your specific requirement is “listen to the live call and proactively surface the right knowledge/article without making the agent search,” I’d shortlist these:
| Vendor | What it does | Best fit |
|---|---|---|
| Cresta | Cresta Knowledge Agent listens to the live conversation, combines it with on-screen/CRM context, and proactively surfaces cited answers, knowledge and workflows. Cresta Cresta | Enterprise contact centers wanting sophisticated, proactive agent assist |
| Amazon Web Services / Amazon Connect | Connect Customer agent assist detects intent during calls and provides real-time generative answers, suggested actions, and links to relevant knowledge articles. AWS Documentation AWS Documentation | Organizations already using Amazon Connect |
| Zendesk | Zendesk Contact Center's real-time AI suggestions transcribe calls, understand the issue, and pull relevant answers from Help Center articles, policies, troubleshooting guides and FAQs. Zendesk Support | Zendesk-centric support operations |
| Salesforce | Service Cloud provides AI-powered knowledge-article recommendations directly in the rep's workspace, including recommendations based on similar cases. Salesforce | Salesforce Service Cloud/Agentforce environments |
| Intercom | Copilot gives support agents instant answers from their support knowledge and other sources, primarily within the Inbox/support workflow. Intercom Intercom | Digital-first support teams; less voice/contact-center-centric |
For the exact problem you described, Cresta and Amazon Connect are the most directly aligned if the requirement is live voice → automatically understand the customer's question → surface the relevant knowledge in real time. Cresta is particularly interesting because its current Knowledge Agent is explicitly designed to eliminate manual searching and can incorporate what's happening on the agent's screen, not just the transcript.
If you're already standardized on Zendesk or Salesforce, I'd evaluate their native capabilities first because the knowledge and agent workflow are already integrated.
If you tell me your current call-center platform (e.g., Genesys, Five9, NICE, Amazon Connect, Salesforce, Zendesk) and roughly how many agents you have, I can narrow this to the 3–5 best options and compare pricing, integrations, KB sources, latency, and deployment effort.
**Real-time Agent Assist software** solves this exact problem by continuously transcribing live audio, detecting customer intent, and automatically pulling up relevant knowledge base (KB) articles so agents do not have to search manually…
Real-time Agent Assist software solves this exact problem by continuously transcribing live audio, detecting customer intent, and automatically pulling up relevant knowledge base (KB) articles so agents do not have to search manually mid-call.
The top enterprise-grade platforms offering real-time knowledge surfacing for live calls include:
Specialized AI & Real-Time Guidance Platforms
Native Contact Center (CCaaS) & Help Desk Providers
Key Implementation Trade-offs to Consider
| Platform Type | Major Strengths | Key Considerations |
|---|---|---|
| Specialized Overlay (e.g., Cresta, Balto) | Highly advanced NLP, works across different phone systems, robust live coaching. | Higher cost, requires a separate software layer for agents to look at. |
| Native CCaaS (e.g., Dialpad, Zendesk) | Single pane of glass, easier deployment, tied tightly into the CRM/Ticketing system. | Features may be less granular compared to dedicated behavioral AI platforms. |
If you want to narrow down your choice, let me know:
Yes. This is a well-established **agent assist / real-time guidance** category. The strongest vendors to evaluate include: Vendor | Real-time KB surfacing | Particularly good for --- | --- | ---
Yes. This is a well-established agent assist / real-time guidance category. The strongest vendors to evaluate include:
| Vendor | Real-time KB surfacing | Particularly good for |
|---|---|---|
| genesys.com | Yes — analyzes the conversation and surfaces relevant knowledge without agents manually searching | Enterprises already on Genesys |
| nice.com | Yes — surfaces knowledge articles, scripts, workflows and next-best actions during calls | Large/complex contact centers |
| zendesk.com | Yes — live transcription identifies the issue and automatically searches Help Center content | Teams already using Zendesk |
| balto.ai | Yes — real-time guidance and knowledge across many CCaaS/dialer environments | Multi-platform contact centers |
| nextiva.com | Yes — surfaces relevant articles, scripts and procedures during interactions | Organizations wanting an integrated communications platform |
| intercom.com | Yes — gives agents instant answers from internal/external support content | Digital support teams and Intercom users |
For example, Zendesk's current voice implementation transcribes calls in real time, identifies the customer's issue, and automatically searches the organization's help-center articles, policies, troubleshooting guides and FAQs.
NiCE goes a step further into traditional contact-center workflows: its agent assist can continuously analyze the interaction and surface knowledge articles, suggested responses, compliance prompts and next-best actions.
Genesys describes Agent Copilot similarly: it listens to the interaction and surfaces relevant knowledge based on the conversation, while also helping with notes and after-call work.
If your primary problem is “agents waste time searching the KB while the customer waits,” I'd start with:
The key distinction when evaluating them is whether they merely provide AI search or actually listen to the live call, infer intent, retrieve the right article automatically, and update recommendations as the conversation changes. The latter is what I'd prioritize for your use case.
If you tell me what CCaaS/phone system and knowledge base you're using (e.g., Five9 + Salesforce, Genesys + SharePoint, Zendesk, etc.), I can narrow this to the 2–3 best fits and compare integration, pricing model, and implementation effort.
If your primary problem is “agents waste time searching the KB while the customer waits,” I'd start with:
