Real-Time Agent Assist (Co-Pilot)

Finland’s national airline, Finnair, achieved 80% query resolution and reduced agent training times by 30% after deploying Salesforce’s Agentforce platform. The system provides real-time customer context and proactive guidance, allowing agents to manage complex interactions such as flight changes and rebooking more efficiently. In the software sector, productivity platform ClickUp integrated Maven AGI’s Co-Pilot—built on OpenAI’s ChatGPT— and reported a 25% increase in customer issues resolved per hour within a week of launch.

Research from the National Bureau of Economic Research found that customer support agents using generative AI assistants improved productivity by 14% on average. The benefits extend beyond speed: AI-driven routing and assist tools improve first-contact resolution and reduce escalation costs.

Technology is particularly valuable in highly regulated sectors such as healthcare and financial services. In these environments, AI agent assist can instantly retrieve patient records, medication data, or compliance documentation— such as Health Insurance Portability and Accountability Act (HIPAA) guidelines—helping agents deliver accurate and compliant responses while maintaining efficiency and trust.