Best Real-Time Agent Assist Software in 2026: 13 Tools Compared (Updated in Oct)

Introduction

Real-time agent assist software helps contact center agents resolve customer queries faster by surfacing contextual answers, knowledge base articles, suggested responses, compliance alerts, and next-best actions during live calls and chats. Many platforms also automate call summaries, quality assurance (QA), and post-call workflows, reducing the administrative work agents need to complete after each interaction.

The business case for AI-powered contact centers is growing. According to Deloitte Digital, contact centers with mature AI capabilities reported 85% greater profitability than those with lower AI maturity in its 2026 Global Contact Center Survey.

This makes real-time agent assistance worth evaluating for teams looking to improve agent productivity, customer experience, and operational efficiency.

In this guide, we compare the best real-time agent assist software, including Level AI, Balto, Cresta, Observe.AI, NICE CXone, Genesys Cloud CX, Five9, Talkdesk, Uniphore, Verint, Capacity, and Thunai. We cover their key features, ideal use cases, ratings, notable customers, pricing, and limitations to help you choose the right platform..

What is real time agent assist software?

Real-time agent assist software is AI-powered technology that listens to and analyzes customer interactions as they happen, then provides agents with contextual information, recommended actions, knowledge articles, scripts, alerts, or suggested responses during the conversation. It helps agents quickly find the right information without putting customers on hold or switching between multiple systems. By providing guidance in the moment, these tools can help improve agent productivity, consistency, response accuracy, and the overall customer experience.

How real-time agent assist software works: 5 step process

Real-time agent assist software uses AI to analyze customer conversations as they happen and provide agents with relevant information, recommendations, and guidance during the interaction. Below are the steps

What to look for in real time agent assist software?

Not all real-time agent assist platforms are built the same. Some focus narrowly on transcription and alerts, while others cover the full loop from live guidance to post-call CRM updates. Here's what to prioritize when evaluating a platform.

Want me to keep the short explanatory paragraph above the table too, or should the table stand alone with just a one-line intro sentence?

Why agents need real-time support?

Giving agents the information they need when they need it resolves a few problems that have long plagued customer service:

• Agents often juggle several tasks at once, searching for answers, navigating multiple systems, and thinking on their feet, all while maintaining a natural flow of conversation.

• Manually searching knowledge base articles while a customer waits can be slow, testing the customer's patience and reducing how many inquiries an agent can handle in a day.

• Agents feel unsupported when thrown into complex or unfamiliar situations, which makes escalations and longer resolution times more likely.

Top real time agent assist softwares to evaluate

With this in mind, the rest of this article explains the mechanics of how real-time agent assist works. First, we show features from our own Level AI product, and then compare these to six alternative solutions.

1. Level AI : Enterprise real time agent assist software

Level AI’s Real-Time Agent Assist displays for agents relevant knowledge base articles, prompts, and suggested responses during live customer interactions.

Below, we provide examples of how our solution works, but first we want to highlight the importance of detecting intent in conversation when it comes to call center support tools. Many systems today call themselves “AI powered,” but when you peel back the curtain they’re in fact just matching keywords or relying on a rule-based system to trigger responses.

They lack sophistication to truly understand the intent and context behind what’s being said, which gives them only a crude understanding of the conversation.

Here’s an example: a customer complains about a mismatch between what was ordered and invoiced. The system might be trained to recognize such situations by identifying certain words like “invoice,” “mismatch,” “order,” etc.

But people don’t always use the same patterns when they speak. So a customer might express their issue by saying, “There’s something off with these numbers.” Although it might be clear to the agent that a particular item of the bill is under discussion, such a statement might not trigger the keywords the system is trained to recognize.

To catch all such potential situations, administrators typically enter tens (or even hundreds) of keywords for a given intent, but this doesn’t guarantee the system will capture the intent 100% of the time.

Moreover, though a keyword-based system might successfully detect a certain intent, it’s likely to still miss important nuances or underlying issues that tell you the why behind the intent (like a customer’s dissatisfaction in not being given a discount).

This is where Level AI’s natural language understanding (NLU) comes in. Our platform uses NLU and generative AI to detect not only the meanings behind words, but associated sentiments as well, like when someone is unhappy, disappointed, worried, grateful, and more.

While these secure and customizable Generative AI capabilities drive a lot of our post-call analysis features, it also enables our Real-Time Agent Assist to accurately display the right topics at the right time to provide agents with timely support.

Content that adjusts dynamically to the flow of conversation

Real-Time Agent Assist connects directly with your knowledge base and other sources to aggregate all the information and display:

• A main feed showing action hints, warnings, and FAQs

• Recommend resources retrieved from connected, internal sources like ticketing and knowledge systems

• Chat with Your Knowledge Base (search functionality)

As the interaction progresses, the cards shown in both the main feed and resources are updated as new topics under discussion are detected.

All cards feature thumbs up and down icons for up- and downvoting the relevance and helpfulness of the information being shown to agents.

To effectively train the AI, the system offers several categories of negative feedback:

• The card would have been helpful but was delayed

• The card shows irrelevant results

• The information shown on the card is inaccurate, although it may be timely and relevant.

Not only does this help train the AI, but it also keeps your knowledge base up to date, which is important since the completeness of your knowledge base can make or break a real-time agent assist system.

The real-time dashboard also proactively displays scripts and guidance during conversations, as well as a live transcript:

Our Chat with Your Knowledge Base predicts and displays the most relevant search queries during the discussion, automatically surfacing (and summarizing) information from multiple articles to provide at-a-glance answers.

It auto fills the search bar with relevant queries as the conversation progresses:

As you can see on the right side of the screen above, agents will also get conversational answers similar to ChatGPT.

Administrators can configure your front-line chatbot to handover support cases to Real-Time Agent Assist as the need arises.

Using Real-Time Agent Assist, our customers are seeing significant improvements in efficiency and customer satisfaction. For example, Level AI customer ezCater has seen a drop in average handle time of 13%, as well as a decrease in call hold times by as much as 23% during peak support hours. This means that 94% of calls placed by customers during that hour are reduced by 30 seconds, allowing agents to improve efficiency while maintaining the same level of consistent, high-quality service.

Steering agent success with call monitoring

Level AI lets managers guide agents based on real-time call metrics and indicators, such as sentiment analysis, agent performance, deal size, the live call transcript, and more.

Real-Time Manager Assist displays call and customer analytics in a single screen, giving managers an at-a-glance view of ongoing conversations to easily decide where to intervene.

This is in contrast to traditional indicators like whether a call has been going on for too long or if the agent is taking a lot of time for post-call wrap up.

In the past, such criteria didn’t really give managers a clear picture of what was happening on the call, which led agents to sometimes experience interventions by their supervisors as intrusive, since (for example) call duration alone is not an indication that things are faring poorly.

What’s more, supervisors often didn’t have enough context about the conversation (based on their crude metrics) and needed the agent to explain the situation, taking up the agent’s time and effort.

Level AI’s real-time indicators give a much clearer picture of the state of a given call, requiring less effort from all involved to understand a call’s context while generally improving the relationship between managers and agents.

To further explore whether it’s necessary to assist agents, supervisors can click on any of the metrics to display supporting data:

Especially useful are metrics like:

• Sentiment score, which shows supervisors how positive or negative a customer currently is on a call (on a scale from 0 to 10, with 1 being extremely negative and 10 extremely positive).

• InstaScore, which shows how well an agent is performing according to a predefined rubric.

• Coachable insights summing up all the metrics like “High call time” and “Agent recommended a good solution.”

• Call duration.: Putting these together, a supervisor might see that during the closing phase of a call, an agent is struggling while customer sentiment drops, and so decides to use the Call Whisper feature to advise the agent on how to handle the situation.

Real-Time Manager Assist also allows supervisors and coaches to easily add agents to the coaching module of Level AI’s post-call QA platform.

Auto-categorizing support conversations

Another way Level AI saves agents time is by automating call dispositioning.

Normally after a conversation, agents must search through a tiered tree of categories to figure out which one is relevant to the conversation they just had.

Then, they manually assign the conversation a category and subcategory. Such exercises are sometimes nearly effortless when the purpose and resolution of the call are clear. But other times, if the agent is unsure how to categorize a call, or they’re weary and stressed, the effort can be time consuming.

Because Level AI can understand what’s being said, it accurately summarizes and categorizes calls based on topics discussed and whether the customer’s issue was resolved, saving agents the time and effort of doing the dispositioning themselves. The outcome of this is also consistently accurate, as the system reduces human error and bias.

Level AI generates such categories based on the intents uncovered during conversations, and for each category associates a number of example terms on which it created the category:

If you create your own, business-specific categories, the system shows example terms for each category, including “near-miss” terms that may or may not be relevant to your intended category. By accepting or rejecting these, you train the AI to better understand and refine its category definitions.

Discover how Level AI empowers you to assist agents

Level AI represents the state of the art in natural language understanding and conversational intelligence, and gives agents the tools to deliver exceptional customer experiences by accurately interpreting and responding to customer needs during every interaction.

Product Ratings

Level AI holds a 4.6 out of 5 rating on G2 based on 220 reviews, with reviewers most often praising its reporting features, ease of use, and the value it brings to coaching and quality assurance workflows (G2).

What are some of the notable customers?

ezCater, QuinStreet, and Globalfaces Direct.

Ready to Give Agents Real-Time Guidance?

Watch how Level AI surfaces the right guidance, knowledge, and next steps during a live conversation, no searching required.

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Ready to Give Agents Real-Time Guidance?

Watch how Level AI surfaces the right guidance, knowledge, and next steps during a live conversation, no searching required.

Schedule a Demo

2. Observe.ai

Observe.ai is a conversation intelligence platform built primarily around post-interaction quality assurance and analytics, with real-time agent assist available as part of the broader platform. It combines speech analytics with automation to score 100% of interactions and surface coaching insights, and its real-time layer adds live prompts and alerts during calls.

Features

• Automated quality scoring across 100% of interactions

• Real-time alerts and prompts during live calls

• Speech and sentiment analysis for call review and coaching

• Automated call summaries and notes

• Dashboards for tracking agent and team performance trends

• Integration with existing CRM and telephony systems

Who It's For

Teams whose primary need is automated QA and coaching at scale, with real-time guidance as a secondary layer rather than the main reason to buy. It suits contact centers already invested in improving quality management who want real-time support added on top.

Product Ratings

Observe.ai holds a 4.6 out of 5 rating on G2 based on 238 reviews. Reviewers consistently highlight ease of use and the depth of its analytics, while some note challenges with sentiment accuracy and setup complexity (G2).

Notable Customers

DoorDash, SoFi, and Affordable Care.

Pricing:

Their sales team can provide you with a price quote for their real-time agent assist feature.

3. Dialpad

Dialpad is a cloud-based business phone and contact center platform with AI-powered features built in, including real-time transcription, live coaching prompts, and automated call summaries. Its agent assist capabilities are part of a broader unified communications platform rather than a standalone product.

Features

• Real-time assist cards showing relevant information during a call

• Live transcription of calls for reference and review

• Sentiment analysis to help managers gauge call direction

• Analytics on call volume and agent performance trends

• Native integration with Dialpad's phone and messaging platform

• AI-generated call summaries and coaching insights

Who It's For

Businesses that want a unified communications and contact center platform with built-in AI features, rather than a separate real-time guidance tool layered on top of existing telephony. It's a reasonable fit for teams that haven't yet invested in a dedicated CCaaS platform.

Product Ratings

Dialpad Support holds a 4.4 out of 5 rating on G2 based on 708 reviews. Reviewers frequently mention ease of use and helpful AI transcription features, with some noting occasional connectivity issues (G2).

Notable Customers

SoFi, Netflix, and Motorola.

Pricing

Dialpad offers a variety of pricing plans starting at $15 per user per month and scaling up to the full enterprise version. A free trial is available.

4. Cresta

Cresta is widely regarded as one of the strongest dedicated players in real-time agent assist, having built the category around live coaching and next-best-action guidance before expanding into quality management and analytics. Its Agent Assist product delivers real-time behavioral hints and compliance reminders during live conversations, informed by outcome data on which agent behaviors actually drive results.

Features

• Real-time behavioral hints and compliance reminders during live calls

• AI-targeted coaching suggestions based on behavior-to-outcome analysis

• Automated quality scoring across 100% of conversations

• Live supervisor tools including transcripts and whisper coaching

• Generative AI response suggestions (AutoCompose)

• Integration with existing CRM and telephony systems

Who It's For

Contact centers where real-time agent assist is the primary requirement and where the team wants coaching tied to measurable outcomes rather than activity metrics. In head-to-head evaluations focused purely on agent assist, Cresta is a strong competitor; it becomes less of a fit when the requirements expand to include a broader platform with post-call analytics and voice-of-customer insights built in.

Product Ratings

Cresta holds a 4.3 out of 5 rating on G2 based on 46 reviews. Reviewers value the real-time coaching and call transcripts, though several note that knowledge assist accuracy and setup time are common friction points (G2).

Notable Customers

Alaska Airlines, Cox Communications, Intuit, United Airlines, and Vivint.

Pricing

According to Cresta’s website, you can request a custom quote from their sales team.

5. Qualtrics XM Platform

Qualtrics XM is an experience management platform built around collecting and acting on customer, employee, and brand feedback. It is not a dedicated real-time agent assist tool. Its contact center capabilities focus more on surfacing customer friction points and feedback trends than on live, in-call guidance for agents.

Features

• Real-time dashboards for customer feedback and satisfaction trends

• Text and sentiment analysis across feedback channels

• Closed-loop action management to route issues to the right team

• Survey and feedback collection across multiple channels

• Reporting and analytics for CX, product, and brand experience

• Integration with CRM and enterprise systems

Who It's For

Organizations whose primary need is enterprise-wide experience management, customer feedback, and voice-of-customer insight, rather than real-time in-call guidance for agents. It's a better fit for CX and research teams than for contact center operations teams specifically evaluating agent assist software.

Product Ratings

Qualtrics Customer Experience holds a 4.3 out of 5 rating on G2 based on 751 reviews, with reviewers praising its flexibility and reporting depth, while some note pricing and setup complexity as drawbacks (G2).

Notable Customers

JetBlue, Shake Shack, and Yamaha.

Pricing

Pricing depends on the pricing a customer purchases, as well the products within a module, such as Frontline Digital or Frontline Care.

6. Five9

Five9 is a cloud contact center platform with a native Agent Assist feature built into its broader CCaaS offering. It provides real-time transcription, guidance cards, and automated call summaries as part of the full Five9 platform, and can also integrate with third-party agent assist tools, including Level AI.

Features

• Real-time guidance cards recommending next steps and checklists

• Live call transcription

• Automatic call summarization to reduce after-call work

• Native integration with the broader Five9 CCaaS platform

• Workforce and performance analytics

• Support for both native and third-party agent assist integrations

Who It's For

Teams already running on the Five9 platform who want agent assist as a built-in feature rather than a separate tool. It suits organizations prioritizing an all-in-one CCaaS platform over a specialized, best-of-breed agent assist solution.

Product Ratings

The Five9 Intelligent Cloud Contact Center Platform holds a 4.1 out of 5 rating on G2 based on 611 reviews. Reviewers highlight ease of use and customer support, with call quality issues and complexity mentioned as common drawbacks (G2).

Notable Customers

Alaska Airlines, Central Bank, and ConnectWise..

Pricing

According to their website, Five9 offers separate pricing depending on what bundle of services and features customers get. Pricing starts at around $175 per seat per month for digital interactions only.

7. Convin

Convin is a conversation intelligence platform built around automated call auditing and quality assurance, with real-time agent guidance and next-best-action prompts added as part of the platform. It focuses heavily on scoring 100% of conversations automatically and turning that data into agent coaching.

Features

• Real-time guidance and next-best-action prompts during calls

• Automated audit and scoring of 100% of customer conversations

• Guided scripts and visual checklists for agents

• Proactive alerts during live conversations

• Personalized, automated coaching based on call data

• Integration with CRM and telephony systems

Who It's For

Teams that want real-time agent assistance combined with automated quality assurance and coaching in one platform, particularly those already prioritizing QA automation as a primary need.

Product Ratings

Convin.ai holds a 4.7 out of 5 rating on G2 based on 549 reviews, with reviewers praising ease of use and the quality of its auditing and reporting features (G2).

Notable Customers

Livpure.

Pricing

Convin pricing depends on features that customers purchase, and prospective customers must speak to a sales rep to get a quote.

8. Balto

Balto is a real-time guidance platform focused specifically on agent assist, delivering dynamic prompts, scripts, and compliance reminders during live conversations. It was one of the earliest companies to build a product specifically around real-time agent guidance, and has since added QA and coaching features on top of that core capability.

Features

• Real-time dynamic prompts, scripts, and compliance reminders

• Automatic checklist completion as required items are mentioned in a call

• Automated call notes and summaries

• Real-time QA scoring across 100% of calls

• Supervisor tools for identifying coaching opportunities

• Integration with major CCaaS platforms including Five9, Genesys, and RingCentral

Who It's For

Contact centers whose primary need is real-time in-call guidance, particularly in compliance-sensitive industries like insurance, collections, and healthcare. It functions more as a specialized real-time guidance tool than a full CX platform, so teams needing deep post-call analytics or voice-of-customer insight alongside agent assist may need to pair it with additional tools.

Product Ratings

Balto holds a 4.8 out of 5 rating on G2 based on 587 reviews, the highest among the tools in this comparison. Reviewers frequently cite ease of use, compliance support, and measurable impact on handle time and conversion rates (G2).

Notable Customers

InteLogix, EmpiRx, Integris Health, and Credit Control.

Pricing

Balto does not publish public pricing tiers, instead using a custom, per-agent-per-month enterprise pricing model that scales based on your seat count and contract length.

9. Talkdesk copilot

Talkdesk Copilot is the real-time agent assist layer within the broader Talkdesk CX Cloud platform. It listens to conversations, understands intent and context, and surfaces answers, guidance, and next-best actions, with newer agentic capabilities that can reason across multiple knowledge sources at once.

Features

• Real-time call transcription

• Next-best-action recommendations during live conversations

• AI-powered knowledge retrieval from connected knowledge bases

• Smart Scripts for step-by-step call guidance

• Agentic AI assistance for multi-part questions

• Automated response generation and post-call summaries

Who It's For

Organizations already using or considering the Talkdesk CX Cloud platform who want agent assist built in natively rather than integrated from a third party. It's a stronger fit for teams standardizing on Talkdesk's full CCaaS stack than for those seeking a best-of-breed, platform-agnostic assist tool.

Product Ratings

Talkdesk holds a 4.4 out of 5 rating on G2 based on 2,567 reviews, one of the highest review volumes among CCaaS vendors. Reviewers praise ease of use and the value of the Copilot integration for reviewing calls and performance metrics (G2).

Notable Customers

Rocky Brands and Quadient.

Pricing

Pricing: Talkdesk does not publicly list a specific price for Copilot; it is offered as an add-on within the Talkdesk platform, with pricing provided through a quote.
Talkdesk directs businesses to request a quote based on their contact center requirements and selected solutions.

10. Genesys Cloud CX

Genesys Cloud CX is an experience orchestration platform for contact centers, with AI-powered agent assist features, including Agent Copilot, built into its broader suite of routing, workforce engagement, and analytics tools. Real-time guidance is one part of a much wider platform rather than a standalone focus.

Features

• AI-assisted evaluations and Agent Copilot for live guidance

• Omnichannel routing across voice, chat, email, and social

• Knowledge base suggestions surfaced during conversations

• Speech and text analytics

• Workforce engagement and scheduling tools

• Open APIs for connecting third-party systems, including Level AI

Who It's For

Large organizations already running or evaluating Genesys as their core contact center platform, who want agent assist as one feature within a much larger CX and workforce management suite rather than a dedicated point solution.

Product Ratings

Genesys Cloud CX holds a 4.4 out of 5 rating on G2 based on 1,556 reviews. Reviewers consistently praise its integration capabilities and feature depth, while noting a steep learning curve for advanced features (G2).

Notable Customers

Accenture and Tata Consultancy Services.

Pricing

Only custom pricing. You can talk to their sales team.

11. Nice CXone

NICE CXone offers AI-powered agent assistance through capabilities such as Enlighten Copilot for Agents and CXone Agent Assist Hub. The platform helps contact center agents access relevant knowledge, receive real-time guidance, identify customer intent, and get next-best-action recommendations during interactions. It also supports automated interaction summaries and integrations with native, third-party, and custom agent-assist applications, helping teams streamline workflows and improve agent efficiency.

Key Features

• Real-time agent guidance: Provides suggestions during customer interactions to help agents respond appropriately and improve conversations.

• Contextual knowledge recommendations: Uses interaction context and customer intent to surface relevant FAQs, knowledge articles, and information.

• Next-best-action recommendations: Helps agents identify appropriate actions and responses based on the ongoing interaction.

• Automated interaction summaries: Generates call summaries to reduce manual documentation after customer conversations.

• Agent Assist Hub integrations: Connects native, third-party, and custom assistance applications with the agent workspace.

Who's it for

NICE CXone is suited to mid-market and enterprise contact centers that handle high volumes of customer interactions across voice and digital channels. It is particularly relevant for organizations already using the NICE CXone platform that want to provide agents with contextual knowledge, real-time coaching, and automated call summaries. Businesses looking to integrate agent-assist capabilities into existing workflows can also use its Agent Assist Hub to connect third-party solutions.

Product Ratings

NICE CXone has a 4.3 out of 5 rating on G2, based on approximately 1,730 reviews. Reviewers appreciate its centralized contact center capabilities, reporting, dashboards, and integration with daily workflows. Some reviewers report occasional performance issues, call disruptions, and limitations in reporting customization. These ratings apply to the broader NICE CXone platform, not exclusively to its agent-assist features.

Notable Customers

Greater Twin Cities United Way, Houdini, Inc, ITCON, Frontline, United Way of Greater Cincinnati

Pricing

NICE offers tiered CXone packages, with published starting prices of $110 per agent per month for Omnichannel Suite and $135 per agent per month for Essential Suite.

13. Capacity

Capacity is an AI-powered customer support and contact center automation platform that combines real-time agent assist, AI-powered knowledge retrieval, automated quality monitoring, and post-interaction workflows. Its agent-assist tools listen to live conversations, identify customer intent, and surface relevant answers, checklists, alerts, and coaching prompts. The platform also connects agent guidance with a shared knowledge layer, helping teams provide more consistent responses across customer interactions.

Key features

1. Real-time call listening and transcription.

2. Contextual answers from connected knowledge sources.

3. AI-powered customer intent and sentiment detection.

4. Keyword-triggered alerts and compliance prompts.

5. Dynamic checklists and real-time coaching guidance.

6. Automatic call summaries and customer context.

7. Automated interaction scoring and quality monitoring.

8. CRM, helpdesk, and knowledge system integrations

Who it's for

Capacity is suited to contact centers and customer support teams that want to combine agent assistance with knowledge management, customer service automation, and post-call workflows. It may be particularly relevant to organizations seeking one AI layer for both automated customer interactions and human-agent support.

Product ratings

• Capterra: 4.5/5 from 14 reviews.

• G2: 4.7/5 from 120 reviews.

Notable customers

Capacity's website identifies NRTC in an agent-assist case story and reports more than 20,000 organizations using its platform. Confirm the customer relationship and the specific product deployed before attributing results to agent assist.

Pricing

Capacity does not publicly list a standard price for its real-time agent-assist product. Buyers should request a quote and confirm whether the contract includes platform fees, usage-based charges, and agent-assist usage.

14. Thunai

Thunai is an AI-powered customer experience platform designed to support contact centers across the customer interaction lifecycle. Its real-time agent-assist capabilities transcribe conversations, interpret customer intent, and surface relevant answers, customer context, and next-best actions while agents are on calls or chats. Thunai also supports automated case summaries, CRM updates, follow-up workflows, and call scoring, helping teams reduce manual work and improve consistency across support interactions.

Key features

1. Live transcription across voice and supported digital channels.

2. Contextual answer suggestions and real-time agent guidance.

3. Customer intent detection and next-best-action recommendations.

4. Knowledge retrieval through its centralized Thunai Brain.

5. Customer history and product context retrieval.

6. Automated call summaries and case documentation.

7. Post-call workflow automation, including CRM updates and follow-ups.

8. Automated call scoring, quality audits, and compliance alerts.

Who it's for

Thunai is suited to customer support and contact center teams that want to combine live agent guidance with knowledge retrieval and post-call automation. It may be a useful option for organizations in banking, insurance, and other service-heavy industries that need contextual information during customer conversations.

Product ratings

Software Advice: No reviews listed at the time of research.

Notable customers

Thunai's website reports that more than 500 teams have activated its organizational knowledge platform. The sources reviewed do not establish a sufficiently verified list of named enterprise customers specifically using its real-time agent-assist product, so avoid inventing a customer list.

Pricing

Third-party software directories list Thunai plans starting at $99 per month, with higher tiers and an enterprise option. The listed Basic plan includes centralized knowledge storage, AI credits, and one tenant/project.

Where Agent Assist Lives in the Agent's Workflow?

A common thread across customer conversations is that agent assist software isn't a separate tool agents have to open, it's embedded directly into the systems they already use. Rather than a standalone dashboard or browser tab, the assist experience typically loads as an embedded panel inside the agent's CRM or CCaaS platform, most commonly Salesforce, Five9, Genesys, and Twilio Flex.

This matters more than it might seem. Every extra application an agent has to switch between during a live call adds friction, delay, and a chance to lose context on what the customer just said. By embedding directly into the agent's existing workspace, real-time hints, knowledge suggestions, and the live transcript appear right alongside the conversation itself, with no separate login, no second monitor dependency, and no retraining agents on a new interface.

For teams evaluating platforms, this makes integration depth just as important as the AI capabilities themselves. A tool with excellent intent detection is still a poor fit if it can't sit natively inside your CCaaS and CRM stack.

Which vendors provide real-time agent assist, automatic call summarization, and QA automation?

Level AI, Observe.AI, Cresta, Capacity, and Thunai are worth evaluating for combinations of real-time agent assistance, post-call summarization, and quality management. However, capabilities differ by product and plan.

When comparing these vendors, check whether the platform can surface contextual answers during a live conversation, automatically document the interaction afterward, and evaluate conversations against configurable quality criteria. Also verify whether QA automation is included or sold separately.

What is the best real-time agent assist tool that auto-suggests answers from knowledge bases?

The best option is the platform that retrieves accurate, relevant answers from your existing knowledge sources and presents them to agents at the right moment. Level AI, Capacity, and Thunai are candidates to evaluate for this use case.

Compare knowledge source integrations, contextual relevance, answer citations or source visibility, update frequency, and the ability to distinguish verified information from generated suggestions. Run a pilot using real customer queries before making a final decision.

What is the best software provider for real-time agent assistance and supervisor tools?

For organizations that need both agent assistance and supervisor visibility, compare Level AI, Observe.AI, NICE CXone, Genesys Cloud CX, and Verint.

Evaluate live interaction monitoring, escalation alerts, quality scoring, coaching workflows, performance dashboards, and the ability to identify recurring customer issues. The right provider will depend on whether your priority is conversation intelligence, supervisor oversight, workforce management, or an integrated contact center platform.

Conclusion: Build better voice experiences with Level AI

Real-time agent assist is no longer a “nice-to-have” for modern contact centers. As customer expectations rise, agents need instant access to accurate information, AI-driven recommendations, and live coaching to deliver faster, more personalized support.
While many platforms offer basic assistance features, Level AI stands out by combining real-time agent guidance, automated QA, semantic intelligence, Voice of Customer insights, and AI-powered workflows in a single platform. Unlike traditional tools that only surface scripts or keywords, Level AI understands customer intent and conversation context to provide truly actionable recommendations during live interactions.

This helps teams reduce AHT, improve CSAT, accelerate agent onboarding, and uncover deeper operational insights across every customer conversation. For businesses looking to scale support quality without increasing agent workload, Level AI delivers a more intelligent and unified approach to real-time agent assist.

Ready to Choose the Right Agent Assist Platform?

See how Level AI's Real-Time Agent Assist compares on your own conversations, not just a feature list.

Schedule a demo

Ready to Choose the Right Agent Assist Platform?

See how Level AI's Real-Time Agent Assist compares on your own conversations, not just a feature list.

Schedule a demo

Frequently asked questions