Fuel iX™ Agent Assist
Boost CSAT with AI built to empower CX agents
Provide the right information at the right time. Resolve issues faster and deliver a better customer experience.
Speed up information retrieval
Agents instantly surface the exact resources required to resolve issues with precision, cutting down on search time and customer wait.
Streamline repetitive workflows
Agents leverage smart shortcuts to handle repetitive steps, clearing away manual busywork so they can stay focused on the human side of support.
Ensure customer context
Agents get the right contextual data for each customer, allowing them to deliver highly relevant, empathetic and tailored experiences every time.
Up to 42% reduction in time for research
Up to 30% reduction in time to resolution
Up to 49% reduction in average handle time (AHT)
Empower every agent with real-time intelligence
With Fuel iX Agent Assist, agents eliminate information silos, automate manual tasks, and deliver faster, more personalized resolutions from the moment they pick up the phone.
- Real-time AI knowledge access
Instantly delivers accurate, contextual answers from enterprise knowledge sources during live customer interactions.
- In-workflow productivity tools
Provides built-in tools like summarization, notes, translation and voice input to streamline agent tasks and reduce after-call work.
- Context-aware conversational AI
Maintains and manages interaction context to ensure coherent, relevant responses while protecting customer data between sessions.
- Enterprise control & secure integration
Offers granular admin controls, secure authentication and seamless integration with existing systems for scalable, compliant AI deployment.
- Customizable AI behavior & prompt control
Enables administrators to tailor AI responses by knowledge source, controlling tone, detail and output to align with brand and compliance requirements.
Video
Shift: The human + AI CX summit
Join us for a virtual summit to gain real-world guidance from customer experience (CX) and training leaders on using AI to empower human agents and improve customer experiences.
Awards & Recognition
Leader, NelsonHall NEAT for CX Transformation
Discover why TELUS Digital has been named a ‘Leader’ for CX Services Transformation in the NelsonHall Vendor Evaluation and Assessment Tool (NEAT) for the Overall, CX Improvement Capability, Cost Optimization Capability and Revenue Generation Capability market segments.
Frequently asked questions
- What is Fuel iX Agent Assist and how does it work in a contact center?
Fuel iX Agent Assist is a tool that works alongside contact center agents during live customer interactions, surfacing relevant information, suggesting responses and automating administrative tasks in real time. Rather than requiring agents to search multiple systems mid-call, the tool retrieves answers from the organization's knowledge base instantly, based on the context of the conversation. It also handles tasks like post-call summarization and note-taking, reducing the time agents spend on work that doesn't directly involve the customer. The result is faster resolutions, lower handle times and agents who can stay focused on the conversation and the customer.
- How does real-time AI assistance reduce average handle time?
Real-time AI assistance reduces handle time by eliminating the two biggest time sinks in a live interaction: searching for information and completing documentation after the call. During the interaction, AI surfaces relevant knowledge instantly based on conversation context, cutting hold time and silence. After the call, automated summarization generates CRM-ready notes without agent input. Across Agent Assist deployments, this saves approximately three minutes per call, with individual clients seeing up to 49% reduction in AHT.
- How does AI surface the right knowledge during a live customer interaction?
AI knowledge retrieval works through retrieval-augmented generation (RAG), connecting the AI to an organization's own knowledge bases, policies and documentation rather than general training data. When an agent asks a question mid-interaction, the AI searches those sources in real time and returns a specific, verified answer in seconds. Responses are grounded in the organization's actual content, so answers are accurate, compliant and consistent with company standards. Across Agent Assist deployments, this approach has reduced research time by up to 42%.
- What is after-call work and how can AI reduce it?
After-call work is the time agents spend on administrative tasks once a customer interaction ends: writing summaries, updating CRM records and logging documentation. AI reduces this by automating the documentation process, capturing key details during the interaction and generating accurate, CRM-ready notes automatically without agent input. With Fuel iX Agent Assist, this translates to approximately two minutes saved per call on post-call summarization, which across a contact center handling high interaction volumes, translates directly into capacity and cost savings.
- How does Agent Assist improve customer satisfaction scores?
Agent Assist improves CSAT by addressing the two factors that drive dissatisfaction most directly: resolution speed and interaction quality. Instant knowledge retrieval reduces hold time and repeat contacts, while agents who aren't navigating multiple systems mid-call can stay focused on the customer rather than the tools. Across Agent Assist deployments, the impact is measurable: one ecommerce client improved CSAT from 56.7% to 76.9%, and another saw a 35% improvement across buyer and seller support lines.
- How does Agent Assist handle multilingual customer interactions?
Real-time translation built into the agent workspace allows agents to support customers in multiple languages without specialist routing or additional tools. When a customer interacts in a different language, the platform generates a response and translates it in one click, keeping the interaction moving. This allows contact centers to expand language coverage without hiring multilingual agents for every queue, delivering consistent service quality across language lines from a single platform.
- Does Agent Assist replace contact center agents or support them?
Agent Assist is designed to support agents, not replace them. The technology handles repetitive parts of an interaction such as searching for information, generating summaries, translating responses and capturing documentation. This allows agents to focus on what matters most: understanding the customer's situation, demonstrating empathy and resolving complex issues beyond what a knowledge base can provide.
- How does Agent Assist integrate with existing contact center systems and knowledge bases?
Agent Assist connects to existing knowledge bases, CRM systems and contact center platforms through a standard API layer, so agents access AI-generated responses within their existing workspace rather than switching to a separate tool. Knowledge bases are connected through RAG, meaning the AI retrieves answers directly from the organization's own documentation and policies rather than general training data. Admin controls allow organizations to configure knowledge sources, set response guardrails and manage user access without significant IT overhead.