U-Assist In-Call

What do you like best about the product?

I like how Real-time Guidance Agent provides relevant knowledge and next-best actions directly during conversations, which means we don't have to search through multiple systems. The contextual prompts, sentiment-aware guidance, and automatic summaries are genuinely useful for managing difficult calls and reducing after-call work. I also appreciate that this helps newer agents build confidence faster. The pre-call intelligence feature is great because it gives agents a quick summary of the customer's history, unresolved issues, and sentiment before the call, making interactions feel more prepared and personalized. I find the customizable GenAI Summary Builder valuable since it lets teams define the information and format they want, making AI outputs more useful for our workflows. Overall, the initial setup was very easy.

What do you dislike about the product?

One area I'd improve is giving agents more control over how much real-time guidance appears during a call, since too many prompts or recommendations could become distracting during a fast-moving conversation. I'd also like more granular controls for customizing the AI by team, workflow, or customer segment, along with clearer confidence indicators for its answers and sentiment cues, so agents can quickly judge when to trust the recommendation versus rely on their own judgment. I'd like more granular controls for deciding when guidance appears, such as adjustable triggers, priority levels, and the ability to mute or defer lower-value suggestions so agents aren't overloaded during busy conversations. For confidence indicators, showing a simple confidence level alongside the source or knowledge article behind each recommendation would make it easier to judge reliability; allowing teams to review incorrect suggestions and tune the underlying guidance rules would also help improve accuracy over time.

What problems is the product solving and how is that benefiting you?

I use Real-time Guidance Agent to provide customer-service reps with contextual help during calls, reducing search time and holds. It offers prompts and next-best actions, easing complex conversations, while automated summaries cut post-call tasks. It boosts consistent workflows and speeds up new agent confidence building.

What do you like best about the product?

I value the Real-time Guidance Agent for its live, real-time support that adapts instantly to unique library reader scenarios, fitting seamlessly into my daily work with Pipedrive at Stadtbibliothek Leipzig. Its context-aware live prompting during in-person chats, phone calls, and digital message exchanges with readers matches relevant library rules, gentle German service language, and GDPR requirements right as we speak, automatically shifting guidance to suit different audiences like elderly residents or parents. I deeply appreciate how it bridges live consultation and my member tracking in Pipedrive, capturing key requests, complaints, and resource demands as the conversation proceeds, helping me log consistent, complete reader demand data for reviews and planning. Another standout feature is its built-in compliance guardrails tailored for German public library standards, ensuring mandatory privacy disclaimers and regulation reminders are not overlooked. The lightweight, user-friendly interface requires no complex setup or training, allowing new users to quickly learn and deliver uniform, high-quality support, which reduces consultation waiting times and post-chat admin work.

What do you dislike about the product?

The agent struggles to parse highly niche library-specific requests that go beyond basic membership and digital resource questions. The guidance provided is overly generic and lacks detailed procedural steps unique to our Leipzig library’s special collections. I still need to pull separate internal archive handbooks to fill in missing information, breaking the smooth live consultation flow the tool is meant to enable. Additionally, we faced a few noticeable setup challenges. The biggest pain point was the absence of a native bulk template import function. We could only paste one snippet into the agent’s personal template library at a time. Another key limitation was the lack of a custom institutional knowledge upload module during onboarding.

What problems is the product solving and how is that benefiting you?

I use Real-time Guidance Agent to reduce service delays by providing instant, context-aware guidance. It streamlines consultations by resolving complex queries in real time, maintains consistent communication, logs data accurately, and simplifies post-consultation work by organizing dialogue notes for seamless integration with Pipedrive, enhancing efficiency and reader satisfaction.