AI that your live agents will actually use.
AI that your live agents will actually use.
AI that your live agents will actually use.
Encore puts real-time AI inside the tools your agents already work in — drawing from the same governed Knowledge Engineering layer that powers the AI your customers see directly. Same accuracy. Same audit trail. Same source of truth.
AI failures are about trust.
AI failures are about trust.
AI failures are about trust.
For your CX operations team
For your compliance team
For your live agents
Three capabilities. One assist layer.
Its three core capabilities are surfaced inside the chat, ticketing, or contact center workspace your live agents already use.
Live Chat with Sentiment Analysis
Real-Time Language Translation
Response Generation
Knowledge-first architecture.
Knowledge-first architecture.
Knowledge-first architecture.
Most agent assist tools generate suggestions probabilistically at runtime, which is why they hallucinate and why agents stop trusting them. Once an agent has been burned by a wrong AI answer in front of a customer, the rational behavior is to stop checking the assist tool — and from that point on, the tool is dead weight in the workflow.
Encore is built differently. Programmed Intelligence retrieves answers from the governed Knowledge Engineering layer rather than generating them at runtime. Every suggestion the agent sees has a verifiable source. The agent does not have to choose between trusting the AI and protecting the customer: the architecture removes the conflict.
Every suggestion surfaced to an agent is auditable.
Every suggestion surfaced to an agent is auditable.
Every suggestion surfaced to an agent is auditable.
Safe means the AI will not cause harm. Auditable means a regulator, a CISO, or a quality team can examine why the agent saw a specific suggestion and how that suggestion shaped the customer interaction. Encore is built for the second standard.
Every AI-generated suggestion is traceable to its governed source. The audit trail covers what the agent saw, what the agent did with it, and how the resolution was reached. Role-based access controls separate quality, compliance, and operations scopes. For regulated industries, this is the structural answer to the agent-relayed hallucination risk: the AI cannot send a wrong answer through your agent's voice because the answer was not generated, it was retrieved.
Assist that doesn’t decay.
Assist that doesn’t decay.
Assist that doesn’t decay.
Most assist tools start strong and decay. Knowledge sources go stale. Escalation patterns shift. The team that should be maintaining content gets pulled to the next priority. Within months, live agents are escalating around the assist tool because the answers are outdated.
Encore monitors real interactions, including agent escalations and content gaps. When agents start escalating on a specific topic, Encore flags the underlying content gap automatically and surfaces it to knowledge owners as a one-click update. The knowledge base improves week over week without dedicated maintenance from your team. Agents keep using Live Agent Assist because it keeps working.
Built on twenty years of governed AI in regulated CX.
Built on twenty years of governed AI in regulated CX.
Built on twenty years of governed AI in regulated CX.
Our customer stories come from deployments built on Inbenta's two-decade history of running customer-facing AI alongside human agents in regulated environments — the same engineering DNA Encore is built on.
.avif)
See Live Agent Assist running inside the tools your agents already use.
FAQs
FAQs
FAQs
Common questions about Live Agent Assist.
Agent assist software gives live human agents real-time AI support during customer interactions, surfacing relevant answers, summarizing conversations, drafting responses, and flagging sentiment shifts. The category exists because AI works best when it augments human agents rather than replacing them. Encore's Live Agent Assist is the agent-facing layer of the broader Encore platform.
A chatbot or virtual assistant talks to your customers directly. Live agent assist supports the human agent who is talking to the customer. Both use AI; only one removes the human from the loop. Encore offers both, running on the same governed knowledge layer — so the answer your customer hears from the AI matches the answer your agent sees in their assist panel.
Encore retrieves answers from a governed Knowledge Engineering layer rather than generating them at runtime. Every suggestion surfaced to the agent traces to a verifiable source the agent can check before relaying it. This is the architectural answer to the agent-relayed hallucination risk: The AI cannot send a wrong answer through your agent because the answer was not generated, it was retrieved.
Yes. Encore connects to 850+ pre-built integrations covering Genesys, Salesforce, Zendesk, ServiceNow, IBM, and the rest of the enterprise contact center stack. The assist layer surfaces inside the platforms your agents already use.
Encore monitors customer sentiment as the conversation unfolds and flags shifts the agent might miss under handle-time pressure — frustration building, confusion setting in, or a satisfied tone turning skeptical. The agent sees the emotional context alongside the recommended next action, all in one view.
Yes. Encore handles real-time multi-language conversations across 90+ languages natively, without translation plugins or third-party middleware. The same Knowledge Engineering layer that governs the answers also grounds the translation in the customer's intent, not just a word-for-word swap.
Source content is ingested and converted into governed intents in 30 to 60 minutes. Initial deployment runs in days, not months — typically +75% faster than alternatives. The assist layer integrates with your existing contact center stack rather than replacing it.
For enterprises shaping customer experience.
