IFS Loops: Agent Assist Digital Worker

The search for the answer happens on the call, while the customer waits.

Knowledge sits in three or more systems, so agents search for answers mid-call. Sentiment and urgency shift during the interaction and go undetected until the case has already escalated. Summaries are written by hand at closure, so quality depends on who took the call. Field escalations are built from agent notes, often missing the asset ID, fault description, and SLA commitment, and planning has to rework the request before work can start. The IFS Loops Agent Assist Digital Worker takes the searching and the writing off the agent's clock.

Agent Assist activates at the start of every interaction, queries knowledge on live case context, and ranks resolution steps in the agent's panel, refreshing them when the fault type changes. When retrieval finds nothing confident, it says so rather than guessing. It tracks sentiment and urgency throughout and flags escalation risk to the agent and supervisor while there is still time to act. At closure it drafts the case summary, and where a field visit is needed it assembles the work order request with the asset ID, fault type, fault description, SLA commitment, and case summary. Nothing is written to the CRM or escalated without the agent's confirmation.

This datasheet explains how Agent Assist takes search and wrap-up off the agent's clock, helps more calls close the first time, and gives planning a complete, structured request instead of notes, with every flag, summary, and edit logged.

Download the datasheet to see how each interaction moves from the opening statement to the field handoff, and where the agent stays in control.