Two years ago, agent assist meant macros and template suggestions. In 2026, generative models understand context, intent, sentiment and can update the CRM on their own. But there are limits.
What works very well in 2026 Automatic call summarisation. Real-time detection of sensitive topics. Next-step suggestions based on customer history. Simultaneous translation across 12 languages with human-grade quality.
What still fails Commercial decisions with ambiguity (non-standard discounts). Genuine empathy in crisis moments. Detecting ironic or passive-aggressive tone.
How to integrate without disruption Start with a shadow phase: AI suggests, the agent decides. Measure the gap between suggestion and decision for 4 weeks. If the gap is low, activate automatic suggestions. If it's high, refine the prompt and the model.