Turn every agent into your best agent.
Deploy AI copilots that provide real-time guidance and automation across your existing contact center platforms.
Smarter agents. Better conversations.
AI Copilot provides on-demand assistance when agents need it, while Agent Assist delivers real-time guidance throughout every conversation.
We design and implement both capabilities to automate repetitive work, surface the right knowledge, and improve every customer interaction.
Every interaction, intelligently supported.
RealtTime knowledge
Surface the right knowledge, policies, and procedures as conversations happen. Agents get instant answers without leaving the interaction.
AI responses
Provide AI-generated replies and next best actions that guide conversations toward faster, more consistent resolutions.
Sentiment & escalation
Detect customer sentiment in real time and alert supervisors before conversations escalate or service quality declines.
After-call automation
Automatically summarize conversations and update CRM records, reducing after-call work from minutes to seconds.
Every successful deployment follows a plan.
Our five-phase methodology reduces implementation risk, accelerates adoption, and helps AI deliver measurable business outcomes.
1Assess
Contact driver analysis, agent effort mapping, integration audit, knowledge gap review, platform evaluation, financial impact model.
2Design
Knowledge architecture, conversation design, platform configuration spec, supervisor framework, workflow adoption and change plan.
3Build
Platform configuration, CRM/CCaaS integration, knowledge base structuring, QA framework, Arabic and multilingual tuning.
4Deploy
Staged rollout by team and channel, supervisor enablement, agent onboarding, baseline measurement, early adoption monitoring.
5Optimize
Suggestion acceptance analysis, knowledge gap remediation, QA calibration, coaching programme refinement, use case expansion.
The platforms that power enterprise-grade copilot deployments.
We implement copilot and agent assist capabilities across the platforms you already operate — no rip-and-replace.
Genesys
Agent Copilot and Supervisor Copilot natively built into Genesys Cloud, real-time guidance, automated QA scoring, interaction summaries, and multilingual transcript translation across 70+ languages.
Kore.ai
Enterprise-grade agent assist with multi-engine NLU, Arabic language support, real-time guidance across voice and digital channels, and seamless integration into existing agent desktops without rip-and-replace.
Sprinklr
Agent Copilot natively embedded across 30+ channels including social, messaging, voice, and email — auto-populates CRM records, generates response drafts, and triggers supervisor escalation on sentiment shifts.
DEP
AI agent knowledge hub. [Placeholder — DEP product description and positioning to be added once details are received from the IST team.]
See measurable impact across your contact center.
- Reduced average handling time
- Lower after-call work through automation
- Faster onboarding and ramp-up for new agents
- More consistent performance across teams
- Improved customer experience across every interaction
What teams ask before implementing
The terms are often used interchangeably. In practice, agent assist typically refers to real-time in-call guidance — knowledge surfacing, suggested responses, and sentiment alerts. A copilot is broader — it may also include ACW automation, coaching recommendations, and next-best-action prompts across the full workflow. IST implementations cover both.
Connect your knowledge sources—SharePoint, Confluence, CRM, or internal documents—to your copilot platform. We structure and clean the content first, then map it to your workflows so the AI surfaces the right answers in context during interactions.
In most cases, yes. Copilots rely on structured, consistent knowledge. We typically assess gaps, remove duplication, and reorganise content so it can be used effectively in real time.
Yes. Copilots can connect to multiple repositories, but the value comes from unifying and structuring that knowledge so agents receive a single, consistent answer.
Yes. External content can be ingested through web scraping or APIs, but it needs to be filtered, validated, and structured before being used in customer interactions.
Accuracy comes from structured knowledge, controlled sources, and continuous optimisation. We monitor usage, refine content, and adjust responses based on real interactions.
Yes. Responses are governed by your knowledge base, policies, and approval frameworks. Agents remain in control of what is sent to the customer.