The companion agent works as an intelligent partner alongside human agents in real time. It understands text and handles a variety of customer service conversations, from address changes to billing investigations. Previously, all Agent Assist features operated separately in their own dedicated environments. Companion agent incorporates assistive features in a single unified interface to provide seamless collaboration.
Companion agent operates in two main modes:
- Proactive mode: The companion agent works in the background and proactively offers guidance to a human agent, based on live conversations with customers.
- On-demand assistant mode: The companion agent serves as an interactive helper. A human agent can ask direct questions, and the companion agent provides grounded answers with source citations (powered by the streaming reactive API).
Key benefits
- Inclusive interface: Manages conversations with both automatic suggestions and manual searches on a single screen.
- Updated integration: Handles all Agent Assist features. You can add new features or connections without building entirely from scratch.
- Extensive tool support: Supports next generation assistant tools like Grounding with Google Search (GWGS), OpenAPI, and Datastore.
- Flexibility: Companion agent can route tasks and work through problems independently, so you can scale new integrations as your needs grow.