Agent assist is a class of AI feature that sits alongside a human support agent in the ticket view, drafting replies, surfacing knowledge, extracting fields, and suggesting the next action while the agent reviews and sends.
Agent assist is the practical middle ground between fully manual support and fuller AI in customer service. The AI reads the incoming message, pulls the matching booking, checks the knowledge base, and drafts a reply grounded in policy. The agent reads it, edits if needed, and sends. For travel desks, that means a schedule-change reply takes seconds to compose instead of minutes to research, and the agent’s tone and judgment still own the send. The lift is largest on high-volume, low-variance queries: cancellation policy, baggage rules, refund status, name-correction fees.
Well-designed agent assist grounds every suggestion in the actual booking and knowledge base, so hallucinated policy is impossible. It also logs which suggestions were accepted or rewritten, which is how the team improves the underlying playbooks.
Common questions
Is agent assist the same as a chatbot?
No. A chatbot talks to the traveler directly. Agent assist works inside the agent’s tools and never sends a reply on its own.
Does agent assist replace agents?
No. It shortens the research and drafting phases of a ticket so the agent handles more volume and spends more time on judgment cases.