How Agent Assist Technology Works in the Contact Center

Contact centers that invest in agent assist technology can help their agents become more productive and eliminate tedious tasks to make their jobs easier.

The integration of artificial intelligence into customer experience platforms is transforming how contact centers operate, sparking a pivotal question for CX leaders: Is AI’s role in CX primarily to replace human agents or to empower them? The answer for most companies today is that AI is a complement to the contact center’s human workforce.

Metrigy has seen this in recent AI and CX studies. For example, in Metrigy’s “Customer Experience Optimization: 2025-26” global research study, 85.6% of 656 participating companies said humans and AI are actively working together to serve customers. Agent assist technology is proving to be a common workhorse of today’s contact center — the second-most-used application for CX.

In fact, over 55% of companies were already using agent assist to support customer interactions when surveyed in the third quarter of 2025 and another 32.3% were actively planning to implement it. In “AI’s Role in Customer Experience: 2026-27,” a second quarter 2026 study of 759 companies, 56.7% said they’ve prioritized the use of AI to help human agents serve customers, compared to 43.3% that place their greater focus on AI for customer self-service.

As CX leaders develop their technology roadmaps, understanding the strategic value of agent assist is crucial. For forward-thinking organizations, this technology isn’t just an operational tool but a bridge technology that provides immediate measurable success while serving as a proving ground for fully autonomous, agentic AI use cases.

What agent assist means

Continue reading at techtarget.com.

Author(s)

Beth Schultz