An AceCX agent assist that whispers scripts, empathy cues, and next-best-action live to the agent — audible only to them, on every channel, in 32+ languages.
“This is the third time I’ve called about this.”
“Acknowledge their frustration. Offer a dedicated escalation owner.”
“I’m sorry you’ve had to call three times. I’m assigning you one owner for this now.”
Illustrative console. Whisper text comes from your own scripts and knowledge base.
Agents don’t fail on product knowledge — they fail when they miss a moment. A sentiment shift, a pricing cue, an objection they’ve never handled. AceCX whispers the right move in real time, audible only to the agent.
Right script, empathy cues, next-best-action, compliance prompts, KB answers — surfaced the second the conversation needs them.
Detected intent triggers the right move. Renewal, cancellation, billing dispute — the matching script surfaces the moment the intent is clear, not after the agent goes looking for it.
Soften the moment a tone changes. When sentiment drops mid-call, the agent hears an empathy prompt before the customer repeats themselves a second time.
Surface upsell and close moves in real time. Pricing cues and objections trigger the right offer while the customer is still deciding.
Catches missed disclosures the second they slip. Recording notices, PCI redaction, jurisdiction-specific wording — flagged inside the call, not in a QA review two weeks later.
Policy answers from your internal knowledge base, quoted to the agent as the question is asked. No sidebar search, no outdated playbook.
Sentiment scoring behind the empathy cues is the same engine documented under AI sentiment analysis, and every whisper is logged alongside the call recording for review.
Scripts are static. The AI is reactive. It reads sentiment, intent, and entities mid-call and updates the whisper in real time — so the agent always has the right move, not the last move.
Voice, video, chat, SMS, and social. Same reactive AI, same real-time nudges — surfaced as inline hints when the channel is text instead of audible whispers.
Audible whisper in the agent earpiece, about 0.3 seconds after the trigger. The customer hears nothing.
The same agent-only audio stream, plus an inline action chip on the agent console for the visual cue.
Inline ghost-text suggestions in the reply box. The agent accepts, edits or ignores them before sending.
WhatsApp, Instagram, Messenger, Telegram and X, handled with the same model and the same inline hints.
Channel routing, queues and the agent console are part of the wider AceCX omnichannel platform; agent assist runs on top of whichever channels you enable.
Every call and chat is transcribed as it happens, in any of the 32+ supported languages, inside your tenant.
Sentiment, intent and entities are scored every second, so the model knows what the moment needs before the agent does.
The right script, cue, offer, prompt or KB answer reaches the agent in about 0.3 seconds, audible or visible to them alone.
“Acknowledge their frustration.”
Every whisper and the outcome that followed it is logged for supervisors, so coaching happens on evidence rather than memory.
Supervisors see the same signal on the floor view; barge, snoop and whisper-to-agent controls are documented under supervisor tools.
Each team, queue, or campaign ships its own whisper rules. Your scripts, KB, and signal patterns stay in your tenant — nothing crosses tenant lines.
Scripts
Per team, queue or campaign
Empathy library
Your tone, your phrasing
KB sources
Only the documents you connect
Compliance prompts
Per product and jurisdiction
32+ languages
Same model, same latency
"New reps ramp to quota in six weeks instead of twelve. The whisper catches sentiment shifts and pricing cues we used to coach in QA reviews two weeks after the call — now it surfaces inside the conversation."
"Compliance prompts the second a disclosure is missed, next-best-action when buying intent shows up — same model on voice and chat, agent-only audio. Static scripts couldn't do this."
Agent assist is one module of the AceCX contact center platform.
A real-time AI layer that listens to every call and chat, then whispers scripts, empathy cues, KB answers, and next-best-action — audible to the agent only, across every channel, in 32+ languages with the same model and the same latency in each.
No. Whisper audio is agent-only on voice calls. On text channels, nudges appear as inline hints in the agent console, invisible to the customer.
No. Your scripts, KB, and signal patterns stay in your tenant. Nothing crosses tenant lines.
Scripts sit in a sidebar and wait for the agent to read them. The AI reads the conversation and surfaces the right move at the right second — including moves the agent hadn't thought to search for.
Yes. Each team, queue, or campaign can ship its own scripts, empathy library, KB sources, and compliance prompts. Different products or jurisdictions get their own whisper rules — no shared prompt overlap.
14-day free trial. No credit card required. Numbers ported from any carrier worldwide — or talk to us about scripts, KB sources and compliance rules for your teams.
