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AI Assist
AI Assist is a real-time intelligence panel that monitors your conversations and surfaces relevant guidance as the interaction progresses. It runs in the background, analyzing each message for compliance risks, coaching opportunities, knowledge matches, and actionable suggestions. You access it from the AI Assist tab in the right panel.
How It Works
When you have an active conversation selected, the AI Assist panel subscribes to the conversation's intelligence feed. As messages flow between you and the customer, the system evaluates the content using multiple AI engines and pushes suggestions into the panel. Each suggestion is categorized and color-coded for quick scanning.
The panel updates in real time -- new cards appear as the conversation evolves. There is no manual refresh needed.
Sections
AI Assist organizes its content into four color-coded sections, plus a standalone revenue opportunity card. Each section has a header with an icon, title, and (for compliance) a count badge. Sections only appear when they have content -- empty sections are hidden.
Compliance Flags (Red)
Compliance flags alert you to potential regulatory or policy violations detected in the conversation.
| Element | Description |
|---|---|
| Section icon | Red shield icon |
| Count badge | Red circle with the number of active flags |
| Card background | Light red (#fef2f2) with red left border |
| Severity label | Shown at the top of each card in uppercase (Critical, High, or Medium) |
| Description | The specific compliance rule or violation detected |
Severity levels and their colors:
| Severity | Color |
|---|---|
| Critical | Red (#dc2626) |
| High | Orange (#ea580c) |
| Medium | Amber (#d97706) |
WARNING
Compliance flags with Critical severity require immediate attention. These may indicate PII exposure, regulatory violations, or potential fraud. Address the flagged issue before continuing the conversation, and escalate to a supervisor if needed.
Coaching (Amber)
Coaching suggestions provide real-time guidance to help you handle the conversation more effectively. These come from the escalation coach and empathy coach AI engines.
| Element | Description |
|---|---|
| Section icon | Amber brain icon |
| Card background | Light amber (#fffbeb) with amber left border |
| Agent label | Shows which coaching engine generated the tip (e.g., "escalation_coach", "empathy_coach") |
| Content | The coaching suggestion or recommended approach |
Example coaching suggestions:
- "The customer has expressed frustration twice. Consider acknowledging their experience before troubleshooting."
- "This conversation is approaching escalation thresholds. Consider offering a concrete next step."
Knowledge (Gray)
Knowledge suggestions surface relevant articles from your knowledge base that match the conversation context.
| Element | Description |
|---|---|
| Section icon | Gray book icon |
| Card background | Light gray (#f8fafc) with gray left border |
| Content | The relevant excerpt or answer from the knowledge base |
| Source | The name of the source document or knowledge base article |
TIP
Knowledge suggestions pull from the same document indices that power your bot's RAG answers. If you see a knowledge suggestion that directly answers the customer's question, you can use it as the basis for your response.
Suggestions (Blue)
Suggestions are actionable recommendations from other AI engines that do not fall into the compliance, coaching, or knowledge categories. These include next-best-action recommendations, response suggestions, and workflow triggers.
| Element | Description |
|---|---|
| Section icon | Blue lightbulb icon |
| Card background | Light blue (#eff6ff) with blue left border |
| Agent label | The AI engine that generated the suggestion |
| Content | The suggested action or response |
Revenue Opportunity Card
Below the four sections, a standalone Revenue Opportunity card appears when the AI detects a potential upsell, cross-sell, or retention opportunity based on the conversation context. This card is rendered by a dedicated component and provides:
- The identified opportunity type
- Recommended product or action
- Estimated value or likelihood
AI assist suggestion panel in the right panel alongside a conversation, showing color-coded sections for compliance flags in red, coaching tips in amber, knowledge excerpts in gray, and action suggestions in blue
Empty State
When there are no active suggestions (either because the conversation just started or the AI has not detected anything notable), the panel shows an empty state:
- A large robot icon (smart_toy) in gray
- The text "AI Assist is monitoring this conversation"
- A subtitle: "Suggestions will appear as the conversation progresses"
This confirms that AI Assist is active and monitoring -- it simply has nothing to report yet.
Configuration
You can control AI Assist behavior from Settings > AI Assist:
| Setting | Description | Default |
|---|---|---|
| Enabled | Master toggle to enable or disable AI Assist | On |
| Response Tone | The tone for AI-generated suggestions (Professional, Friendly, Casual, Formal) | Professional |
| Auto-Summarize | Automatically generate conversation summaries | On |
| Suggest Responses | Show AI reply suggestions in the chat | On |
| Knowledge Base | Use knowledge base content in suggestions | On |
| Confidence Threshold | Minimum confidence percentage for showing suggestions | 75% |
INFO
The confidence threshold controls how selective the AI is about what it surfaces. A higher threshold means fewer but more relevant suggestions. A lower threshold means more suggestions, some of which may be less relevant. The default of 75% provides a good balance for most use cases.
AI Engines Powering AI Assist
AI Assist draws from multiple specialized AI engines. The engines active for your tenant can be viewed and configured by administrators in Settings > AI Engines. Common engines include:
| Engine | Purpose |
|---|---|
| Conversation Risk | Detects fraud, compliance violations, and high-risk patterns |
| Revenue Intelligence | Identifies upsell, cross-sell, and retention opportunities |
| Multi-Agent Orchestrator | Coordinates suggestions across multiple AI engines |
| Compliance Heat Map | Maps conversation content against regulatory frameworks |
| Post-Interaction Engine | Generates summaries and follow-up recommendations after conversations |
Next Steps
- Customer 360 -- Learn about the customer context panel
- Settings -- Configure AI Assist preferences
- Inbox Overview -- Return to work item management