CMP Research Recognizes the Future of Agent Assist—and It's Agentic

Customer service is changing. As AI Agents increasingly automate routine customer interactions, the conversations that reach human agents are becoming more complex, emotional, and business-critical. Today's frontline teams aren't looking for another knowledge base or script—they need an intelligent partner that can understand context, guide decisions, and take action alongside them.

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That's exactly why we're excited that Observe.AI has been recognized as a Pioneer in the latest CMP Prism for Real-Time Agent Assist and Copilot. The independent analyst evaluation recognizes providers that are advancing the next generation of agent assistance based on analyst research, customer feedback, and market perception.

The market is moving beyond traditional agent assist

According to CMP Research, real-time agent assistance has become the top technology investment priority for customer contact leaders, with 51% of organizations planning investments over the next two years. As AI handles more routine interactions, live agents are left managing increasingly complex customer issues, making intelligent assistance more important than ever.

But CMP also highlights an important shift in the market: the most advanced solutions are moving from guidance to action. Rather than simply surfacing knowledge or recommending responses, next-generation solutions proactively complete work in parallel with the agent—representing a true evolution toward AI-augmented workforces.

This is precisely the vision behind Observe.AI Companion Agent.

More than guidance. A true AI companion.

Companion Agent is purpose-built for today's AI-powered contact center, where human agents and AI work together throughout every customer interaction.

It supports frontline teams across the entire conversation lifecycle:

• Before the interaction, Companion Agent prepares agents with customer history, previous conversations, profile information, and intent so they begin every conversation with complete context.
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• During the interaction, it listens in real time, understands conversation context, surfaces relevant knowledge, prompts compliance actions, identifies behavioral signals, provides coaching, and triggers workflows as the conversation unfolds.
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• After the interaction, it automatically generates editable summaries, captures key details, updates business systems, classifies dispositions, and recommends coaching opportunities to improve future performance.

Rather than acting as another window agents must monitor, Companion Agent becomes an active participant that helps reduce effort, improve consistency, and accelerate resolution.

Built for the next era of customer experience

Legacy agent assist solutions were designed to provide static guidance. Companion Agent was designed for an agentic future.

Built on agentic AI, business users can configure and continuously improve guidance using natural language instead of complex rules or workflows. That means organizations can deploy faster, adapt more quickly, and continuously optimize how AI supports their frontline teams as customer needs evolve.

The direction of the industry reinforces this approach. CMP identifies emerging capabilities like real-time coaching, proactive actions, sentiment awareness, and autonomous knowledge improvements as defining characteristics of the next generation of agent assist.

Recognition that reflects where CX is headed

Being recognized as a Pioneer in the CMP Prism is meaningful because it reflects more than today's capabilities—it recognizes where customer experience technology is headed.

As organizations deploy AI Agents to automate customer interactions, the role of human agents becomes even more valuable. Success will depend on equipping those agents with intelligent companions that don't just recommend the next step—but help them complete the work.

That's the future we're building with Companion Agent.

Download the latest CMP Prism for Real-Time Agent Assist to learn more about the trends shaping the future of AI-powered agent assistance and why Observe.AI was recognized as a Pioneer.

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