Agent assist mode
AI Agents may be configured to operate in Agent assist mode. In this mode, AI Agent listens to a live conversation between other participants, for example, a customer and a human agent, and provides valuable insights via “side channel”, working behind the scenes without interrupting the flow.
AI agents can function in either “passive” or “active” modes. In both modes, the AI Agent only listens to the conversation and never speaks. The distinction lies in timing: in active mode, the AI agent provides intelligent insights during the call, whereas in passive mode, insights are delivered only after the call ends.
The following sections describe AI Agent behavior in each mode and detailed configuration guidelines.
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