Freedom251 › Agent Assist Software
Agent Assist (auto-AGENTS™)
What Agent Assist (auto-AGENTS™) is
Agent Assist (auto-AGENTS™) is a web-based tool that gives human contact-center agents guidance while they handle conversations. It reads live transcripts, retrieves grounded answers, and drafts cited next-best replies in under 500 ms; the agent remains in control. A checklist updates as the conversation changes, and the side panel supports more than 100 languages, translating customer utterances and displaying guidance in the agent’s working language. Supervisors can track sentiment, toxicity alerts, topic spikes, and upsell tags. Rule-based alerts can flag VIP callers, frustration spikes, or policy keywords through Slack, email, or Genesys. On transfers, it can pass a transcript, extracted entities, CRM links, and relevant knowledge-base articles before the bridge connects. After calls, autoQA scores interactions against the customer’s rubric in about five seconds. The product lists more than 500 connectors, including Salesforce, Genesys, ServiceNow, Amazon Connect, Twilio, and Zendesk. Pricing is on request, with a platform fee plus usage; exact rates are by quote. There is no free plan listed.
Who it suits
It is designed for human contact-center agents and supervisors who need live guidance and real-time views across calls and teams. Its listed multichannel support and integrations may suit teams using connected contact-center tools.
What it does well
- Drafts cited replies in under 500 ms
- Supports more than 100 languages
- Can alert supervisors through Slack, email, or Genesys
- Scores interactions against a customer rubric
- Lists more than 500 connectors
What to know first
- No free plan is listed
- Exact rates are available by quote
- Pricing combines platform and usage fees
Limits
There is no free plan, and exact rates are supplied by quote. Billing combines a platform fee with voice-per-minute, chat- and text-per-message, and services-per-hour usage charges; there are no seat licenses.
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| Agent Assist (auto-AGENTS™) | Platform fee plus usage: voice per minute, chat and text per message, services per hour; exact rates by quote. · No seat licenses · Agent Assist included in auto-AGENTS™ platform fee | On request |
As commerce.ai lists them, read 30 Sept 2026. The maker's own page has the final word.
Getting started
- Open the Agent Assist product website
- Request pricing from Commerce.AI
- Choose the auto-AGENTS™ platform fee with usage billing
- Connect supported contact-center, CRM or service systems
- Access the tool through the web
Verdict
Agent Assist combines live guidance for agents with alerts and interaction scoring for supervisors. Teams should request pricing and confirm whether its listed integrations and workflows fit their needs.
Questions
How is Agent Assist priced?
The plan uses a platform fee plus usage billing for voice per minute, chat and text per message, and services per hour. Exact rates are provided by quote.
Is there a free plan?
No free plan is listed.
Which languages does it support?
Its side panel supports more than 100 languages, translating customer utterances in real time and showing guidance in the agent’s working language.
What integrations are available?
The product lists more than 500 connectors, including Salesforce, Genesys, ServiceNow, Amazon Connect, Twilio, Zendesk, Dynamics, Webex, Slack, Five9, Intercom, OpenAI and Snowflake.
Does Agent Assist replace human agents?
No. It is designed to assist human contact-center agents while the human remains in control.
Facts from Agent Assist (auto-AGENTS™)'s own pages
- AI guidance
- It drafts cited next-best replies in under 500 ms and builds a checklist that updates as the conversation changes. · commerce.ai, 30 Sept 2026
- Founded
- 2016 · commerce.ai, 23 Sept 2026
- Headquarters
- Sunnyvale, California, USA · commerce.ai, 23 Sept 2026
- Integrations
- The product page lists Salesforce, Genesys, ServiceNow, Amazon Connect, Twilio, Zendesk, Dynamics, Webex, Slack, Five9, Intercom, OpenAI, and Snowflake among 500+ connectors. · commerce.ai, 30 Sept 2026
- Intended users
- The product is designed to assist human contact-center agents and give supervisors real-time views across calls and teams. · commerce.ai, 30 Sept 2026
- Languages
- The side panel supports more than 100 languages, translating customer utterances in real time and presenting guidance in the agent’s working language. · commerce.ai, 30 Sept 2026
- Maker
- Commerce.AI identifies itself as the maker of auto-AGENTS™ and says it was founded in 2016, with headquarters in Sunnyvale, California. · commerce.ai, 30 Sept 2026
- Pricing model
- The maker says Agent Assist is included in the auto-AGENTS™ platform fee; usage is billed by channel, and exact rates require a quote. · commerce.ai, 30 Sept 2026
- Purpose
- Agent Assist reads live transcripts, retrieves grounded answers, suggests next-best replies, and tracks sentiment while the human agent remains in control. · commerce.ai, 30 Sept 2026
- Quality scoring
- autoQA scores 100% of interactions against the customer’s rubric in about five seconds after a call ends. · commerce.ai, 30 Sept 2026
- Security and compliance
- The maker’s security page lists SOC 2, ISO/IEC 27001, HIPAA, PCI DSS, GDPR, and EU AI Act among its compliance frameworks. · commerce.ai, 30 Sept 2026
- Sentiment
- Live sentiment tracking includes toxicity alerts, topic-spike detection, and upsell tagging. · commerce.ai, 30 Sept 2026
- Supervisor alerts
- Rule-based alerts can go to Slack, email, or Genesys when a VIP caller, frustration spike, or policy keyword is detected. · commerce.ai, 30 Sept 2026
- Warm handoff
- On transfer, the system can send the human agent the transcript, extracted entities, CRM links, and relevant knowledge-base articles before the bridge connects. · commerce.ai, 30 Sept 2026
Where Agent Assist (auto-AGENTS™) stands on Freedom251
- Agent Assist Software#5 of 24