Liveops Launches LiveNexus Agent Assist
LiveNexus Agent Assist is designed to work across existing customer service environments with limited disruption.
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Liveops, a provider of customer experience outsourcing solutions, has launched LiveNexus Agent Assist, an AI-powered overlay that delivers real-time guidance, compliance support, knowledge assistance and workflow automation to agents during live customer interactions. Designed to work within existing agent workflows, the solution helps enterprises improve speed, accuracy and consistency without replacing their CRM, contact centre or knowledge platforms.
Customer service organisations are under increasing pressure to improve productivity, maintain compliance, and deliver consistent customer experiences, all whilst supporting more complex customer interactions. Yet critical information often remains fragmented across multiple systems, forcing agents to search for answers whilst customers wait. The result can be slower resolutions, missed steps and inconsistent experiences.
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The need for more effective agent support is becoming a growing priority for CX leaders. According to CMP’s 2025-2026 Executive Priorities for Customer Contact and CX report, agent assist technology is now the top investment priority for CX leaders working to improve agent productivity and customer experience through 2027. The finding reflects a broader shift from experimenting with AI to embedding AI directly into day-to-day operations.
LiveNexus Agent Assist is a browser-based execution layer that works across an organisation’s existing CRM, contact centre and knowledge systems, without requiring complex integration or platform changes. The technology observes each interaction as it happens, recommends the next best action, enforces required compliance steps and automates manual tasks such as data entry and call wrap-up.
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Key capabilities include:
- Real-time coaching, next-best-action recommendations, and guided decision paths
- Contextual delivery of relevant knowledge
- Compliance prompts, alerts and auditable activity
- Automation of repetitive tasks and post-interaction summaries
- Quality assurance-ready interaction data and insights
“The biggest challenge facing customer service organisations isn’t a lack of AI tools. It’s embedding AI into operational workflows where it can consistently improve outcomes”, said Liliana Lopez-Sandoval, Head of Tech and Innovation at Liveops. “LiveNexus Agent Assist does that by bringing intelligence and automation directly into the agent experience, when and where they are needed.”
LiveNexus Agent Assist is designed to work across existing customer service environments with limited disruption. This approach can reduce deployment complexity, keep agents within their established workflows and allow enterprises to realise value more quickly than with traditional platform replacement initiatives. Built for high-volume and regulated customer service environments, LiveNexus Agent Assist includes role-based access, compliance controls and auditable interaction records. The solution reflects more than 25 years of Liveops experience managing complex customer interactions for enterprise brands.
LiveNexus Agent Assist is available now to Liveops clients and prospective partners.
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