I like how Real-time Guidance Agent provides relevant knowledge and next-best actions directly during conversations, which means we don't have to search through multiple systems. The contextual prompts, sentiment-aware guidance, and automatic summaries are genuinely useful for managing difficult calls and reducing after-call work. I also appreciate that this helps newer agents build confidence faster. The pre-call intelligence feature is great because it gives agents a quick summary of the customer's history, unresolved issues, and sentiment before the call, making interactions feel more prepared and personalized. I find the customizable GenAI Summary Builder valuable since it lets teams define the information and format they want, making AI outputs more useful for our workflows. Overall, the initial setup was very easy. Review collected by and hosted on G2.com.

One area I'd improve is giving agents more control over how much real-time guidance appears during a call, since too many prompts or recommendations could become distracting during a fast-moving conversation. I'd also like more granular controls for customizing the AI by team, workflow, or customer segment, along with clearer confidence indicators for its answers and sentiment cues, so agents can quickly judge when to trust the recommendation versus rely on their own judgment. I'd like more granular controls for deciding when guidance appears, such as adjustable triggers, priority levels, and the ability to mute or defer lower-value suggestions so agents aren't overloaded during busy conversations. For confidence indicators, showing a simple confidence level alongside the source or knowledge article behind each recommendation would make it easier to judge reliability; allowing teams to review incorrect suggestions and tune the underlying guidance rules would also help improve accuracy over time. Review collected by and hosted on G2.com.