CX Playbook

Empowering Smarter, Faster Customer Conversations

In today’s customer experience landscape, speed, accuracy, and consistency are everything. Real-Time Agent Assist uses AI to support contact centre agents during live interactions - surfacing the right information, guiding responses, and automating routine tasks as the conversation unfolds and helps businesses deliver exceptional customer experiences, while improving operational efficiency and agent performance.

What is Real-Time Agent Assist?
It is an AI-powered capability that listens to live customer interactions (voice and text channels) and provides instant, contextual support to agents. Rather than searching for answers, agents are guided in the moment - allowing them to focus on the customer, not the system.

Agent Assist can include, suggested responses and next-best actions, real-time transcription and summarisation, automated knowledge retrieval, compliance and script guidance and customer sentiment detection.

Agent Assist

TOUCH

Instead Of:

Searching systems

Putting customers on hold

Escalating simple issues

Instead Of:

Searching systems

Putting customers on hold

Escalating simple issues

TOUCH

Agents Can:

Respond instantly

Stay consistent

Deliver better outcomes every time

Agents Can:

Respond instantly

Stay consistent

Deliver better outcomes every time

Empowering Agents, Improving Retention

Contact centre agents are under more pressure than ever. They’re expected to handle complex enquiries, navigate multiple systems, and deliver exceptional customer experiences, often while juggling administrative tasks and compliance requirements. It's no surprise that annual contact centre attrition rates commonly sit between 30-45%, with stress and burnout consistently cited as leading reasons employees leave.

Agent Assist acts as a real-time AI co-pilot, giving agents instant access to relevant knowledge, recommended responses, next-best actions, and automated call summaries. By reducing the effort required to find information and complete post-call administration, agents can focus on what matters most: helping customers.

Reduce Shrinkage Through Greater Efficiency

When agents spend less time searching for answers, completing notes, or seeking supervisor support, more of their day is spent delivering value. AI-powered Agent Assist can automate routine administrative work, saving agents hours each week while improving consistency and accuracy. Research shows AI can save agents more than five hours per week on manual tasks and reduce average handling times by over 20%. The result is lower operational shrinkage, increased productivity, and more capacity without increasing headcount.

Improve Retention and Reduce Attrition

Replacing experienced agents is costly and disruptive. Agent Assist helps create a more supportive work environment by reducing cognitive load, minimising repetitive tasks, and giving agents confidence in every interaction. Organisations that equip agents with better tools and real-time guidance can accelerate onboarding, improve performance, and help employees feel more successful in their role. With contact centre turnover rates often exceeding 40%, even small improvements in retention can deliver significant operational and financial benefits.

Support Agent Wellbeing

The best customer experiences start with engaged employees. Agent Assist reduces the stress of navigating multiple applications, remembering complex processes, and dealing with difficult conversations without support. AI surfaces relevant information in real time, provides guidance when it's needed, and automates tedious after-call work.

By removing friction from the agent experience, organisations can create a healthier, more rewarding workplace. This is particularly important as studies report that up to 87% of contact centre agents experience high workplace stress and many report ongoing symptoms of burnout.

The outcome: happier agents, lower attrition, reduced operational pressure, and better customer experiences. Agent Assist doesn't replace your people, it helps them perform at their best.

Empower Every Agent to Perform at Their Best

AI-powered assistance delivers faster resolutions, better customer experiences,
improved compliance and more productive agent interactions.

Faster Resolution Times

Agents are equipped with the right information immediately, reducing time spent searching systems or escalating queries. This enables faster issue resolution, reducing Average Handle Time (AHT) by 15–30%.

Improved First Contact Resolution

With real-time prompts and knowledge surfaced instantly, agents can resolve more enquiries on the first interaction, increasing First Contact Resolution (FCR) by up to 20%.

Enhanced Customer Experience

Consistent, accurate, and timely responses lead to better interactions. Personalised responses driven by context and history lead to CSAT improvements of 10–25% commonly being reported.

Reduced Agent Cognitive Load

Agents no longer need to memorise processes or navigate multiple systems, leading to lower stress and burnout, easier onboarding for new staff with training time reduced by up to 40%.

Compliance and Quality Assurance

Real-Time Agent Assist ensures agents follow required scripts, disclosures, and processes, minimising compliance risks, improving audit performance and consistent adherence to business rules.

Automated Notes and Call Summary

By automating tasks like note taking and summarisation, agents can focus fully on the conversation. Automatic call summaries improve quality and can save at least 30–60 seconds per interaction.

Why Digital Island?

CX Expertise

With over 20 years of experience at the forefront of business communications, Digital Island delivers the depth of expertise, strategic thinking and technical capability that organisations rely on to stay connected, productive and competitive.

A Trusted Partner

Technology is only part of the equation. It's our commitment to exceptional service, proactive support, and long-term partnerships that sets Digital Island apart. Our customers trust us not just for our technology, but for our people.

Local Roots

100% New Zealand-owned and operated, we're deeply commited to the growth and success of kiwi businesses. We understand the local market and have a track-record of building long-term partnerships founded on trust, accountability and shared success.

CX Expertise

From cloud communications and contact centres, to AI-enabled customer engagement, we help organisations turn every interaction into an opportunity to strengthen relationships, improve outcomes, and build customer trust. Customer experience is in our DNA.

Global Partners

We combine local expertise with the power of world-leading technology. Through strategic partnerships with leading global providers, we deliver innovative, enterprise-grade solutions that help our customers stay connected, agile and future-ready.

Proven Expertise

Our greatest strength is our people, who bring decades of expertise and industry knowledge, combined with a genuine understanding of how New Zealand businesses operate and a passion for solving real world business challenges.

Team Communication

Contact Centre

Mobility

Phones & Broadband

Services

CX Playbook

Agent Assist

Empowering Smarter, Faster Customer Conversations

Instead Of:

Instead Of:

Agents Can:

Agents Can:

Empowering Agents, Improving Retention

Reduce Shrinkage Through Greater Efficiency

Improve Retention and Reduce Attrition

Support Agent Wellbeing

Empower Every Agent to Perform at Their Best

Real-Time Agent Assist isn't just a productivity tool

It's a competitive advantage you dont want to miss out on - so talk to us today.