Liveops Launches LiveNexus Agent Assist

Liveops, a customer experience outsourcing solutions provider, today launched LiveNexus Agent Assist, an artificial intelligence-powered overlay that delivers real-time guidance, compliance support, knowledge assistance, and workflow automation to agents during live customer interactions and within existing agent workflows.

LiveNexus Agent Assist is a browser-based execution layer that works across existing CRM, contact center, and knowledge systems. It observes each interaction as it happens, recommends the next-best action, enforces required compliance steps, and automates manual tasks such as data entry and call wrap-up.

Key capabilities include the following:

• Real-time coaching, next-best-action recommendations, and guided decision paths;
• Contextual delivery of relevant knowledge;
• Compliance prompts, alerts and auditable activity;
• Role-based access, compliance controls and auditable interaction records;
• Automation of repetitive tasks and post-interaction summaries; and
• Quality assurance-ready interaction data and insights.

"The biggest challenge facing customer service organizations isn't a lack of AI tools. It's embedding AI into operational workflows where it can consistently improve outcomes," said Liliana Lopez-Sandoval, head of tech and innovation at Liveops, in a statement. "LiveNexus Agent Assist does that by bringing intelligence and automation directly into the agent experience, when and where they are needed."