Glossary · AI in customer service
What is agent assist?
In short
Agent assist is AI that works beside a human agent instead of talking to the customer. While the agent handles a chat or a ticket, it suggests the help articles that match and drafts a reply the agent can edit and send.
Reviewed 9 November 2026. How it works in Axonave: Agent Assist.
Help for the agent, not a bot for the customer
A chatbot answers the customer directly. Agent assist answers the agent: it reads the conversation, finds the articles that fit, and offers a draft. A person decides what actually goes out.
That makes it useful where a bot shouldn’t answer alone: complaints, refunds, anything that needs judgement. It also lets new agents give the same answers as experienced ones, because the draft comes from the same articles.
Because an agent can see internal notes and playbooks the customer can’t, agent assist can draft from internal knowledge as well. A good one tells the agent when it has.
Who reads the AI’s words first
- Agent assist
- Your agent
- AI chatbot
- The customer
Who sends the reply
- Agent assist
- The agent, after checking it
- AI chatbot
- The bot
Knowledge it can use
- Agent assist
- Internal and customer-facing
- AI chatbot
- Customer-facing only
Best for
- Agent assist
- Conversations that need a person
- AI chatbot
- Questions your articles answer
How it works in Axonave
Suggested articles and a drafted reply, never sent on its own.
In Axonave chats and tickets, Agent Assist suggests five articles from the customer’s last two messages and drafts a reply that cites the articles it used. It warns the agent when the draft draws on internal knowledge. A ticket draft reads the subject and the public messages, never the internal notes, and nothing is sent until the agent sends it.
- Insert an article’s text, or a link to a public one
- Short plain text in chat, paragraphs in tickets
- A search that finds nothing is kept as an unanswered question
Agent Assist beside Wong Kar Yan’s WhatsApp chat in our demo workspace: suggested help-centre articles and a drafted reply in Bahasa Malaysia, for the agent to check.
Agent assist: common questions
Is agent assist the same as a chatbot?
No. A chatbot talks to the customer. Agent assist only talks to your agent, who reads its suggestion and decides what to send.
Does Axonave send the draft automatically?
Never. The draft sits in the reply box until the agent edits it, sends it or throws it away.
Who can use Agent Assist?
Admins, managers, supervisors, agents and bot managers, in chats and tickets. It drafts from the internal and customer-facing knowledge bases that person is allowed to see.
See it working with your own customers.
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