Techtonic Waves: Empowering Agents in the Moment
Unveiling Real-Time Support and Effortless Content Creation
In our earlier editions of Techtonic Waves, we explored the ambitious transformation journey of a global insurance leader, beginning with a bold enablement vision and the launch of an AI-powered chatbot that redefined how agents access information.
This week, we spotlight the next phase of that evolution: delivering real-time, in-the-moment support for agents where it matters most — during customer engagement.
With a network of over 46,000 agents, success depends on speed, clarity, and confidence. But reality often told a different story: agents juggling multiple platforms, hunting for answers, and struggling to stay ahead. New hires, in particular, faced a steep learning curve, with fragmented onboarding and inconsistent access to best practices.
To address these gaps, we introduced two pivotal solutions:
➡️ Agent Assist – real-time, role-aware nudges and product recommendations tailored to individual sales scenarios.
➡️ Video Assist – AI-powered content creation that transforms static content into dynamic, multilingual training videos at scale.
These tools aren’t just enhancements — they’re built to empower every agent with timely, contextual, and actionable support, embedded seamlessly into their daily workflows.
Introducing Agent Assist: Real-Time Intelligence in the Field
Building on the foundation of our AI chatbot, Agent Assist is designed to deliver intelligent, situation-specific guidance during live customer interactions, effectively acting as a real-time sales coach.
Think of it as a digital mentor, offering precise advice at the right moment. Whether it’s navigating complex product details, recommending pricing strategies, or handling objections, Agent Assist provides just-in-time support that helps agents lead with confidence.
Picture this: an agent meeting a prospect to discuss life insurance. Agent Assist instantly recommends product bundles aligned to the customer’s profile, while also surfacing objection-handling tips sourced from high-performing peer interactions. No manual digging. No pausing the conversation.
By delivering product suggestions based on lead profiling, surfacing talking points, and even optimizing outreach timing, Agent Assist is designed to elevate every agent, turning average performance into excellence.
A Connected Ecosystem: AI Enablement in Motion
Agent Assist and Video Assist are part of a broader, connected AI ecosystem. The chatbot laid the groundwork by democratizing knowledge access. Agent Assist takes it further, embedding intelligence directly into conversations. Video Assist ensures that the content fueling these tools is current, contextual, and engaging.
And we’re not done yet.
In upcoming editions, we’ll explore how these tools integrate with the AI Recommendation System and Manager Assist — delivering personalized learning paths and data-driven coaching frameworks that close the loop on performance, retention, and leadership.
The Strategic Shift: From Passive Resources to Active Intelligence
At the heart of this transformation lies a powerful imperative: simplify, personalize, and unify the agent experience.
This initiative isn’t just about deploying smart tools, it’s about embedding intelligence into the operating model itself. We’re moving from siloed knowledge and static training to an active, AI-powered system that supports, guides, and grows with every agent and manager.
It’s a new standard for sales enablement, one that’s dynamic, responsive, and built for scale.