Real-Time AI Agent Assist Solutions

Real-Time AI Agent Assist Solutions

Agent Assist that Improves Every Call

Advisors are expected to manage compliance, vulnerability, product knowledge and performance targets - often while systems lag behind the conversation.

Supervisors only see a small sample of what actually happens on calls. Without real-time support, compliance drift goes unnoticed, new policies take months to embed, and performance differences between advisors widen. The risk sits in live conversations, but insight often arrives too late to change the outcome.

FourNet's Agent Assist services use real-time interaction analytics and AI to prompt compliant language, surface next-best actions, and reduce after-call effort - without overwhelming your teams. Designed for regulated, high-volume environments, deployed safely into live operations, and continuously optimised for measurable performance.

Book an Agent Assist diagnostic

Our Expertise

  • FCA Ready

    Deployed in FCA-regulated financial services and high-volume service environments

  • ECCCSA Gold Award 2024

    Best Approach to Supporting Vulnerable Customers

  • Skills Across the Board

    Delivered by teams spanning CX operations, AI, data and secure infrastructure

Proven impact in regulated contact centre environments

  • Every interaction analysed

    100%

    Real-time interaction analytics and QA coverage

  • Compliance performance improved

    from
    84%
    →
    to
    92%

    Measured uplift within a regulated conveyancing environment

  • Revenue uplift at scale

    £1m p.a.

    Equivalent annual value of a 1% conversion increase

  • Vulnerability signals surfaced earlier

    19%

    Calls flagged with vulnerability indicators in regulated pensions

Why Agents Need More Support

Advisors are expected to manage compliance, vulnerability, product knowledge and performance targets – often while systems lag behind the conversation.

Supervisors only see a small sample of what actually happens on calls. Without real-time support, compliance drift goes unnoticed, new policies take months to embed, and performance differences between advisors widen. The risk sits in live conversations, but insight often arrives too late to change the outcome. 

Outcomes you can expect

Real-time prompts help advisors correct issues before calls end, improving consistency without increasing operational friction.

  • from
    84%
    →
    to
    92%

    Compliance uplift in regulated environment

  • 100%

    Interactions analysed in real time

How Agent Assist Improves Performance

We design Agent Assist around measurable operational outcomes - not generic “AI enablement”.

  • In-call compliance prompts

    When required phrases, disclosures or process steps are missed, prompts guide advisors back on track before the call ends. That reduces remediation, complaint risk and manual QA effort.

  • Vulnerability cue support

    Configured to your policy, Agent Assist flags potential vulnerability signals and suggests appropriate next steps or escalation. Advisors stay in control; AI provides assistance, not automated judgement.

  • Next-best action for conversion and collections

    By analysing high-performing interactions, we identify behaviours that correlate with better outcomes and surface them at the right point in the conversation, increasing conversion while maintaining compliance.

  • Knowledge and workflow acceleration

    Instead of searching multiple systems, advisors see relevant content and actions triggered by the live conversation. This reduces cognitive load and shortens handle time.

  • Auto-summary and structured wrap

    At call end, AI-generated summaries and disposition suggestions reduce after-call work while improving CRM data quality.

Our Approach to Development

Agent Assist succeeds when it is configured for your operating model and introduced with care.

  • Evidence-led starting point

    We baseline compliance outcomes, wrap time, conversion and QA effort before introducing real-time prompts. That creates a measurable target and avoids deploying assistance where it won't pay back.

  • Controlled rollout in live queues

    We start with defined call types or teams, validate prompt accuracy, and refine thresholds. Human review remains in place while models are tuned.

  • Governance built in

    Prompt libraries, approval workflows and audit logs are agreed with compliance and risk teams. Changes to scripts or policies are reflected quickly in the model.

  • Continuous optimisation

    Through managed services, we monitor prompt performance, advisor adoption and outcome shifts. Prompts are refined as customer language, regulation or products change.

Put guidance into the moment that matters

Book an Agent Assist diagnostic and see where real-time support will improve compliance, conversion and advisor performance.

Our Approach

  • Discovery

    Discuss your challenges and goals with us.

  • Analysis

    Thorough examination of your current systems.

  • Roadmap

    Tailored strategy for a secure customer experience.

"The modernisation has given us the agility we need to support our community in a changing world, and FourNet’s partnership made it all possible."

Agent Assist delivers strongest impact where compliance, vulnerability and performance targets intersect.

What Makes FourNet Different

  • Configured for real operations

    We align prompts to real queues, call types and scorecards. Deployment protects service levels and avoids advisor overload.

  • AI applied responsibly

    Human-in-the-loop validation, transparent thresholds and clear escalation rules ensure assistance remains supportive and governed.

  • Joined-up CX, AI and security

    Agent Assist integrates with your CCaaS, CRM and data environment, with security controls designed alongside use cases – not added later.

  • Accountability beyond go-live

    We remain engaged through managed optimisation, tracking measurable outcomes and refining prompts as policies and customer behaviours evolve.

FAQs

  • How intrusive are real-time prompts for advisors?

    Prompts are configurable in frequency and format. We design them to be supportive rather than disruptive, prioritising high-risk compliance or vulnerability cues first. Early pilots help calibrate volume and wording before wider rollout.

  • Can Agent Assist replace training and coaching?

    No. It reinforces training in live conversations and highlights patterns for supervisors. Coaching remains essential, but it becomes more targeted and evidence-based.

  • How accurate are the prompts?

    Accuracy depends on configuration and tuning. We validate prompts against real interaction samples, monitor false positives and negatives, and refine thresholds. Human review remains part of governance, particularly in regulated environments.

  • What platforms does this work with?

    Agent Assist can integrate with leading CCaaS and interaction analytics platforms. We remain technology-agnostic and select options based on integration fit, data controls and commercial model.

  • How do you manage AI risk?

    We document assumptions, define approval workflows for new prompts, maintain audit trails, and monitor outcomes against agreed KPIs. AI assists advisors; it does not make autonomous decisions affecting customers.