For many contact center agents, the rise of AI has felt more like a threat than a helping hand.
The narrative around automation, job displacement, and ‘human-free’ customer service models is understandably worrying for some agents, especially those on the front line.
But the real issue isn’t AI itself; it’s the wrong AI.
Think clunky integrations, inaccurate summaries, tools that slow agents down rather than speed them up, and worst of all: systems that override human judgment instead of supporting it.
This is what can happen when companies choose AI vendors that provide generic AI.
These solutions are not built for purpose, so they struggle to handle the complexities of contact centers and sometimes unintentionally work against humans rather than for them.
What agents really need isn’t AI that takes over; it’s intelligent assistance that stays in the background, listens, offers guidance when needed, and handles some of the more mundane and repetitive tasks.
That’s precisely where solutions like Diabolocom’s Agent Assist come in.
From Call Chaos to Copilot Calm
Launched in late 2024, Agent Assist is built on a straightforward principle: agents aren’t the problem; their tools are.
The product is designed to act as a live, AI-powered copilot that helps agents transcribe calls, surface relevant information, and summarize interactions quickly and accurately.
“The idea is to support the agent during and after the call,” explains Rémi Guinier, Lead AI Product Manager at Diabolocom.
“We’re not trying to do the job for agents. They still need to think, engage customers, and make decisions. But we give them the tools to be faster, more accurate, and less stressed.”
At its core, Agent Assist listens, learns, and lends a hand in real time.
It transcribes calls live, identifies key customer data points, and delivers in-the-moment suggestions based on what the customer is saying.
It can autofill forms, generate summaries in seconds, and retrieve knowledge articles from the firm’s knowledge base – all without the agent needing to search or ask.
Agent Assist is the perfect example of what a copilot should be: AI sitting alongside, not in the driver’s seat.
Performance Without the Friction
While tools like Diabolocom’s Agent Assist offer impressive features, many customers are still failing to maximize the potential of their AI-powered offerings.
Indeed, one of the biggest challenges in deploying AI is usability.
If the tool doesn’t integrate cleanly with existing systems, it creates more problems than it solves.
In order to combat this issue, Diabolocom prioritizes seamless integration and configurability.
Agent Assist’s prompts and outputs are fully customizable. Contact centers can decide exactly how summaries should look, which data gets extracted, and how knowledge base content is presented.