Agent assist and co pilot

Agent Assist and Co-Pilot

Empower agents to resolve faster, respond smarter and stay compliant—with real-time intelligence, coaching and automation delivered at every step.

The CX challenge we solve

Today’s contact centers demand real-time agent empowerment

Agents face rising pressure from complex systems, evolving compliance rules and high expectations for empathy, speed and resolution.

Startek Agent Assist & co-pilot at a glance

What makes Startek different?

What Startek offers

AI that acts in real time

Pull knowledge articles, CRM data and compliant scripts instantly

Embed coaching moments in flow-of-work

AI suggests the best step based on intent and history

Auto-generate notes and CRM entries post-call

Ensure compliance with live alerts and policy reminders

Skill-based, AI-driven shift creation aligned with compliance rules, availability, and intraday demand.

Generate responses, summaries and insights on the go

Score every interaction and loop insights back to the agent

Surface SOPs and contextual articles at point of need

Core capabilities

Business outcomes delivered

Your KPIs, enhanced by AI

KPI

Startek impact

AHT

▼ 18–30%

FCR

▲ 20–25%

Agent ramp time

▼ 30–50%

QA accuracy

▲ to 100%

Script compliance errors

▼ 35–50%

Agent NPS

▲ 20–35%

Industry use cases

Optimize agent coverage around peak demand and compliance audits
Manage workloads for specialized banking roles

Balance shifts for clinical and support agents
Reduce burnout and increase schedule equity

Why Startek?

Frequently
Asked Questions (FAQs)

What is WFM as a Service?

Startek WFMaaS means you get both the platform and a dedicated
WFM team to run it, offering full outsourcing of forecasting,
scheduling and optimization.

Can I keep my current WFM tool and use your experts?

Yes. We can manage NICE, Verint, Calabrio, Genesys or proprietary
tools with Startek methodology.

What if I want to start small?

Begin with forecasting-as-a-service or schedule optimization pilots—
then scale.

Can agents self-manage schedules?

Yes. With our self-service and rules engine, agents can bid, swap
or self-adjust their shifts compliantly.

Let’s empower your agents, together