How to build real-time agent assist on streaming speech-to-text

Real-time agent assist, a feature that enhances contact-center agent performance during live calls, involves streaming transcription, speaker separation, and per-turn analysis to provide instant knowledge-base answers, action prompts, and compliance reminders. While off-the-shelf solutions like Cresta and Genesys offer ready-made options, building a custom real-time layer can be beneficial for those requiring specific workflows, custom UI, or economic scalability. This approach requires capturing both agent and customer audio in real-time, utilizing streaming diarization for speaker identification, and employing a mix of generative AI and speech understanding for timely and accurate coaching. The crucial factors for effective implementation are ensuring low latency and high transcription accuracy, which can be achieved by using tools like AssemblyAI's Universal-3.5 Pro Realtime streaming model. The decision to build or buy hinges on the need for customization versus the convenience of pre-built solutions.

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