Conversation summary
Turn the existing customer conversation into a concise, structured briefing.
HUMAN AGENT AI ASSIST
When the human joins, the AI keeps working.
Transfer customers from AI to human support without losing context, and give every representative an AI assistant that prepares responses, retrieves enterprise knowledge, summarizes conversations, and recommends the next best step.
CBOT brings human expertise and AI speed together within one continuous customer journey. Human judgment. AI speed. One connected experience.
Live Chat
I followed the instructions, but my claim is still waiting for approval.
SPECIALIST SUPPORT REQUIRED: HANDOVER
AI Assist
CONVERSATION SUMMARY
THE CUSTOMER IS ASKING ABOUT A DELAYED CLAIM APPROVAL. IDENTITY HAS BEEN VERIFIED, THE CLAIM HAS BEEN RETRIEVED, AND THE MISSING DOCUMENT HAS BEEN RECEIVED.
RECOMMENDED RESPONSE
“I have reviewed your claim and confirmed that the required document has been received. I will now check the approval stage with the relevant team.”
RELEVANT KNOWLEDGE
- CLAIM APPROVAL PROCESS
- REQUIRED SERVICE-LEVEL TIMELINE
- ESCALATION PROCEDURE
SUGGESTED NEXT STEP
CREATE SPECIALIST REVIEW REQUEST
Resolved through human expertise supported by AI.
FROM HANDOVER TO CONTINUOUS COLLABORATION
A transfer should continue the conversation, not reset it.
In traditional customer-service journeys, customers often repeat the same information when moving from automation to a human representative, who then spends valuable time reading the conversation, searching for information, and reconstructing what already happened. CBOT turns the handover into a prepared continuation.
Traditional handover
- Customer transferred
- Customer explains the request again
- Representative reads the history
- Information searched manually
- Previous steps checked
- Response prepared
CBOT AI-assisted handover
- Customer transferred with context
- AI prepares the representative
- Human continues the interaction
The customer does not start again. The representative does not start unprepared.
CONTEXT AVAILABLE AT HANDOVER
- Customer information
- Identified request
- Complete conversation transcript
- Collected details
- Documents or information received
- Knowledge already used
- Workflow steps completed
- System actions performed
- Reason for escalation
- AI-generated conversation summary
An AI colleague beside every representative.
Once the human representative joins, CBOT AI Assist continues analyzing the active conversation and supporting the representative in real time, preparing relevant information and recommendations while the human remains responsible for the final communication and action.
Live Chat · representative
I followed the instructions, but my claim is still waiting for approval.
Thanks for your patience. I can see your claim and the document you sent. Let me check the approval stage for you.
Thank you.
HUMAN CONTROLS
ReviewEditApproveRejectAnother suggestionOpen knowledge
AI Assist
CONVERSATION SUMMARY
DELAYED CLAIM APPROVAL. IDENTITY VERIFIED, CLAIM RETRIEVED, MISSING DOCUMENT RECEIVED.
RECOMMENDED RESPONSE
“I have reviewed your claim and confirmed the required document has been received. I'll now check the approval stage with the relevant team.”
RELEVANT KNOWLEDGE
- CLAIM APPROVAL PROCESS
- SERVICE-LEVEL TIMELINE
- ESCALATION PROCEDURE
SUGGESTED NEXT STEP
CREATE SPECIALIST REVIEW REQUEST
Suggested responses
Context-aware response drafts based on the conversation, enterprise knowledge, customer information, communication guidelines, and workflow stage.
Knowledge assistance
Retrieve relevant policies, procedures, product information, and process instructions without searching multiple systems.
Next-step recommendations
Suggest an appropriate next action based on the request, available data, business process, and workflow state.
Customer & process context
Show the information already collected and the steps already completed by the AI Agent.
Interaction summaries
Prepare concise summaries for handover, case records, follow-up, after-chat work, and supervisor review.
AI prepares. The human decides.
Give every part of the journey to the intelligence best suited for it.
CBOT combines AI automation and human expertise rather than treating them as competing operating models.
AI AGENT
- Understands the initial request
- Retrieves information
- Collects data
- Completes available workflow steps
- Resolves suitable cases automatically
- Determines when human involvement is required
HUMAN REPRESENTATIVE
- Judgment
- Authorization
- Specialist knowledge
- Exception management
- Sensitive communication
- Human accountability
AI ASSIST
- Prepares context
- Summarizes the interaction
- Retrieves knowledge
- Drafts responses
- Recommends next steps
- Reduces repetitive work
- Supports consistent service
AI handles the scale. People handle the moments that need people. AI helps them do it better.
SPEED WITHOUT LOSING HUMAN CONTROL
Respond faster without turning communication over to uncontrolled automation.
Representatives should not need to choose between speed and control. CBOT reduces the work required to understand, research, and respond while keeping the human responsible for the final customer communication.
Manual preparation
- Read history
- Search knowledge
- Check customer information
- Write response
- Determine next step
AI-assisted preparation
- Review prepared context
- Approve or edit
- Respond
Faster service should not mean removing human accountability.
HUMAN CONTROLS
- Edit the suggested response
- Choose an alternative suggestion
- Open the supporting knowledge
- Ignore the recommendation
- Add personal communication
- Select a different workflow action
- Escalate to another specialist
Bring the right enterprise knowledge into the active conversation.
Representatives often lose time moving between conversation screens, knowledge bases, procedure documents, and enterprise systems. CBOT AI Assist retrieves the information relevant to the active request and presents it inside the representative's workflow.
Product informationPolicies & proceduresService instructionsFrequently asked questionsCustomer-specific informationProcess documentationRegulatory guidanceInternal knowledge basesApproved enterprise documentsStructured system data
FOR EACH RECOMMENDATION
- Relevant content
- Knowledge source
- Short supporting passage
- Link to the original information
- Date or version where available
Less searching. More resolving. The representative remains responsible for reviewing the suggested content and final response.
AI assistance before, during, and after the interaction.
BEFORE THE HUMAN JOINS
- Conversation summary
- Customer context
- Completed workflow steps
- Reason for transfer
- Relevant knowledge
- Suggested opening response
DURING THE CONVERSATION
- Suggested responses
- Knowledge recommendations
- Process guidance
- Next-step suggestions
- Updated conversation summary
- Relevant customer & workflow information
AFTER THE CONVERSATION
- Interaction summary
- Case note
- Follow-up action
- Disposition information
- Supervisor-review context
- Structured output for connected systems
Reduce preparation time, response effort, and after-interaction work.
Assistance within enterprise-defined boundaries.
CBOT lets organizations define how AI supports representatives, which knowledge it can access, which recommendations it can provide, and which actions remain under human control.
Role-based accessApproved enterprise knowledgeCustomer-data permissionsModel accessResponse & communication guidelinesTool & system permissionsHuman approval requirementsAuditabilityVersion & change controlPrivate & on-premise deployment
Suggest
AI prepares an answer or action for human review.
Approve
The human representative accepts or edits the recommendation.
Execute
The approved response or workflow action is completed.
AI increases the representative's capability without removing the representative's authority.
Make every representative faster, more informed, and better prepared.
AI assistance creates value for both the customer and the service organization.
CUSTOMER EXPERIENCE
- Less repetition after transfer
- Faster responses
- More consistent information
- Shorter paths to resolution
- Better AI-to-human continuity
- More personalized communication
OPERATIONAL OUTCOMES
- Less conversation-reading time
- Less knowledge-search effort
- Faster response preparation
- Lower repetitive-writing workload
- More consistent process execution
- Reduced after-chat work
- Faster onboarding
- Better access to expertise
EMPLOYEE EXPERIENCE
- Less cognitive load
- Fewer repetitive tasks
- More confidence in complex interactions
- Faster access to the right information
- Greater focus on human-expertise moments
Better customer service begins with a better-equipped representative.
PROVEN IN PRODUCTION
Human and AI collaboration in real service operations.
Selected institutions working with CBOT across customer service and digital support.
Challenge
REPRESENTATIVES SPENT SIGNIFICANT TIME REVIEWING INTERACTION HISTORY, SEARCHING FOR INFORMATION, AND PREPARING REPETITIVE RESPONSES.
Transformation
CBOT CONNECTED SEAMLESS AI-TO-HUMAN HANDOVER WITH REAL-TIME AI ASSISTANCE INSIDE THE REPRESENTATIVE WORKSPACE.
Outcome
REPRESENTATIVES BECAME FASTER AND BETTER PREPARED WHILE MAINTAINING HUMAN CONTROL OF THE CUSTOMER INTERACTION.
Customer-specific productivity, handling-time, and resolution figures are published only after verification and source approval, with use case, measurement period, and scope.
Continue the conversation through CBOT Live Chat.
After the AI-to-human handover, representatives can continue digital customer conversations through CBOT's Live Chat application while AI Assist remains active beside them.
The active conversationCustomer contextHandover summaryAI-generated suggestionsEnterprise knowledgeRelevant workflow information
Detailed Live Chat capabilities, queue operations, agent tools, routing, and supervision are presented on the dedicated Live Chat page.
Understand how AI and human teams perform together.
CBOT Vision provides visibility into AI-handled conversations, human transfers, escalation reasons, interaction outcomes, and selected operational indicators.
AI containmentHuman-transfer volumeTransfer reasonsConversation transcriptsInteraction outcomesResponse & handling indicatorsFailed or escalated journeysIndividual interaction details
KALYA, QUALITY MANAGER
KALYA, CBOT'S QUALITY MANAGER AND REPORTING AGENT, CAN MONITOR SELECTED SIGNALS, PREPARE REGULAR REPORTS, HIGHLIGHT RECURRING PATTERNS, AND RECOMMEND AREAS REQUIRING ATTENTION.
Frequently asked questions
What is Human Agent AI Assist?
Human Agent AI Assist is an AI-powered capability that supports customer representatives with conversation context, summaries, enterprise knowledge, suggested responses, and next-step recommendations during a live customer interaction.
What happens when an AI Agent transfers a customer to a human?
CBOT can pass the available conversation transcript, customer context, collected information, completed workflow steps, reason for escalation, and an AI-generated summary to the representative.
Does the AI stop working after the transfer?
No. AI Assist can remain active after the human representative joins and continue supporting the representative throughout the interaction.
Can AI Assist send responses automatically?
The standard assisted model prepares responses for human review. The representative can review, edit, approve, reject, or replace the suggestion before sending it. Any automated action depends on the configured workflow, permissions, and governance policy.
What can AI Assist recommend?
Depending on the solution, AI Assist can recommend a response, relevant knowledge, a workflow step, an enterprise action, a follow-up, or escalation to another specialist.
Can representatives see where the suggested information came from?
Relevant knowledge sources and supporting content can be displayed to help the representative review the recommendation.
Does AI Assist work with enterprise knowledge?
Yes. AI Assist can retrieve information from approved enterprise knowledge sources, documents, databases, and connected business systems according to access permissions.
Can AI Assist reduce after-chat work?
AI Assist can prepare summaries, case notes, follow-up information, and structured outputs that reduce repetitive post-interaction work.
Does the human representative remain in control?
Yes. The human representative reviews and controls the final customer communication and sensitive workflow actions according to the configured operating model.
What is the relationship between AI Assist and Live Chat?
CBOT Live Chat is the workspace used by human representatives to continue digital customer conversations. AI Assist works within or alongside that experience to provide context, recommendations, knowledge, and response support.
Can Human Agent AI Assist run on-premise?
Yes. The supporting platform, approved model inference, enterprise knowledge, analytics, and integrations can operate within private-cloud, hybrid, and fully on-premise environments.
Can CBOT integrate with existing customer-service systems?
Yes. CBOT can connect with CRM, case-management, ticketing, knowledge, identity, workflow, and other enterprise systems through approved integrations and APIs.
ONE INTELLIGENT SERVICE WORKFORCE
Give every representative an AI colleague that is already prepared.
Connect seamless AI-to-human handover with real-time assistance that summarizes context, retrieves knowledge, prepares responses, and helps representatives move every interaction toward resolution.