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Customer Engagement

AI Agent Assistant

Maximized agent productivity through real-time support

CoreMedia KIO empowers contact center agents with all the tools needed to provide superior customer interactions. With AI Agent Assistant, operators now get instant access to customer preferences, sentiment analysis and AI-driven response suggestions during customer interactions like calls or chats. This wealth of information at their fingertips equips human agents with the power to personalize their responses and assist customers faster and more effectively.

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A co-pilot natively integrated into CoreMedia (1)

A co-pilot natively integrated into CoreMedia

Providing intelligent response suggestions and instant access to key customer information, AI Agent Assistant allows human agents to handle phone, video and live chat interactions more quickly and accurately, reducing response times and enhancing productivity.

Optimal response suggestions

CoreMedia KIO analyzes historical data, customer preferences, intent signals and real-time behavior to recommend the most effective responses during calls, video shopping sessions or live chats. Agents receive context-aware suggestions that reflect customer needs, brand tone and next-best action, helping them resolve issues faster and deliver more personalized support.

Transform your customer experience with integrated AI

Call transcription & classification

AI-powered speech-to-text transcription turns every customer conversation into searchable data, instantly and with high accuracy. It automatically:

  • Transcribes full customer interactions in real time
  • Extracts key details such as topics, products, concerns, and intent
  • Classifies calls into predefined categories (e.g., returns, product issues, payment questions)
  • Enriches transcripts with metadata and context for future analysis
  • Triggers next steps like creating support tickets, updating CRM records or forwarding conversations to the right team.

Real-time sentiment analysis

CoreMedia KIO evaluates tone, pace, keywords and emotional cues to detect a customer’s sentiment in real time. Whether the customer is frustrated, neutral, confused or happy, agents get live indicators and next-step suggestions to adjust their communication style on the spot.

Sentiment insights are also stored alongside the transcript, enabling:

  • Better quality monitoring
  • More accurate performance evaluation
  • Improved customer journey insights
  • Automated escalation or follow-up workflows when negative sentiment appears.
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Benefits of CoreMedia KIO's AI Personalization

Dynamic content delivery leverages CoreMedia KIO Co-Pilot to tap into historical data, customer preferences and real-time behavior analytics. It recommends the best responses during customer interactions like phone calls, video shopping sessions and live chats, all while keeping agents in control of the messages sent, allowing agents to assist customers with a tailored, informed approach.

Content delivery across channels ensures CoreMedia KIO Co-Pilot runs on any cloud platform. Adhering to the highest security standards and data privacy regulations. For maximum control, it can also be deployed in private cloud setups and on-premises.

CoreMedia KIO Co-Pilot and other AI Agent Assistant solutions work seamlessly with any large language model (LLM). Including OpenAI, Azure OpenAI, Anthropic Claude, or custom models, giving businesses the freedom to maintain full control over the LLM of their choice inside our content management software.

AI personalization customizes workflows without coding or needing development resources by configuring AI playbooks. Allowing users to direct CoreMedia KIO Co-Pilot on how complex tasks are performed using natural language. For instance, users can ask to modify content variants based on various segments, while also preserving the original version.

AI content personalization eliminates manual call documentation with Call Transcription & AI Contact Classification. CoreMedia KIO Co-Pilot automatically transcribes speech-to-text, simplifying data analysis and enabling agents to retrieve information quickly, enhancing efficiency during and after calls. Combined with real-time sentiment analysis, CoreMedia KIO Co-Pilot also empowers agents to gauge the customer moods and adapt their responses for more empathetic, meaningful interactions, driving higher customer satisfaction and loyalty.

Content personalization provides instant access to vital customer insights and personalized response suggestions. CoreMedia KIO Co-Pilot empowers agents to focus on complex issues that require human creativity and problem-solving, optimizing both productivity and customer satisfaction.

AI driven personalization enhances searching for insights within a contact center environment. Whether agents or managers need to analyze specific call recordings, transcripts or customer feedback, CoreMedia KIO Co-Pilot delivers instant, relevant results. A simple query like “What are the common issues faced by customers in the last month?" or “Show me all calls where customers mentioned network outage” brings up the right answers without delay.

Call Transcription & AI Contact Classification

Your agents with an assistant vs. without one

With an assistant:

  • Agents receive instant, tailored response suggestions based on intent, history and sentiment.
  • Every interaction is automatically transcribed, classified and enriched.
  • Real-time sentiment cues help agents adjust tone and de-escalate quickly.
  • Key product, account and interaction data is surfaced instantly, no tool-switching.
  • Routine tasks like ticket creation, CRM updates and categorization run automatically in the background.
  • Workflows move faster, with fewer errors and no loss of context.

Without an assistant:

  • Agents rely on manual note-taking and memory during fast-paced interactions.
  • Searching for product info, past interactions or order data slows responses.
  • Emotional cues are often missed, leading to inconsistent service.
  • Categorizing, logging, and escalating tasks require manual effort and add friction.
  • Important context is frequently lost across systems, forcing customers to repeat themselves.
  • Performance varies widely between agents due to inconsistent support.

Frequently Asked Questions (FAQ)

Discover how to elevate agent performance.

What is the AI Agent Assistant?

The AI Agent Assistant is CoreMedia’s real-time support layer for contact centers, providing agents with instant response suggestions, sentiment analysis, call transcription and customer context, directly inside their workflows. It acts as an intelligent co-pilot that enhances speed, accuracy and service quality.

What systems does it integrate with?

The assistant works seamlessly with CRM platforms (like Salesforce), e-commerce engines, PIM systems and any LLM you choose - OpenAI, Azure, Anthropic or custom models. It fits directly into your existing digital ecosystem without requiring separate knowledge bases.

How does call transcription work?

AI-powered speech-to-text transcribes customer conversations in real time, classifies them into categories, extracts key details like topics or intent, and enriches transcripts with metadata. This eliminates manual documentation and ensures context is never lost across channels.

What does real-time sentiment analysis do?

Can the assistant improve agent productivity?

Absolutely. By surfacing key information instantly, automating repetitive tasks and generating context-aware suggestions, agents respond faster, resolve issues more accurately and spend more time on complex interactions that require human judgment.

Is it secure and compliant for enterprise use?

Does it work for both customer service and sales?

It does. The AI Agent Assistant supports human agents on both types of contact center interactions, be it for troubleshooting, FAQs and product guidance while also assisting with sales conversations, comparisons and purchase recommendations.

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