Agent Assist for Customer Support AI Employee

Ema Agent Assist — An AI Employee for Service Operations

Ema Agent Assist is an enterprise-grade AI Employee designed to support customer service and operations teams during live interactions. Unlike traditional agent assist tools that only surface suggestions or knowledge articles, Ema actively reasons, takes action, and accelerates issue resolution in real time.

Ema supports agents by understanding customer context, summarizing histories, retrieving relevant knowledge, and recommending next-best actions. It also completes tasks across systems—reducing manual work and enabling agents to focus on high-value customer conversations.

This agent is an AI Employee — a series of specialized agents that automates the end-to-end agent assistance workflow powered by EmaFusionTM a proprietary mixture-of-experts model that ensures the highest accuracy at the lowest cost. Built and supported by Ema.

How Ema Is Different

From Suggestions to Action
Traditional agent assist solutions stop at recommendations. Ema executes work by updating records, triggering workflows, and completing tasks across CRM, ticketing, and operational systems.

Reasoning in Real Time
Ema dynamically reasons across live conversation context, customer history, policies, and system data—enabling accurate, contextual support during complex interactions.

Designed for Human-in-the-Loop
Ema enhances agent performance without replacing human judgment, providing explainable guidance and executing actions under agent control when required.

EmaFusionTM Orchestration
Ema uses EmaFusionTM to orchestrate models, tools, workflows, and data sources in real time—optimizing accuracy, latency, and cost for live agent support.

Built for Enterprise Control
Ema is designed with role-based access, audit trails, and enterprise-grade security to meet compliance and governance requirements.

Core Capabilities

• Real-time conversation understanding and summarization

• Knowledge retrieval and next-best action guidance

• Workflow execution across service systems

• Agent productivity and consistency improvements

• Multi-modal engagement including Voice capabilities

• Integration with enterprise systems like SAP, ServiceNow and traditional call center applications
  
  

Business Impact

• Reduce average handle time and agent workload

• Improve first-contact resolution and CSAT

• Increase agent productivity and consistency

• Scale service operations without additional headcount
  
  

Ema Agent Assist enables organizations to move from passive guidance to intelligent, AI-driven service operations.

About Ema’s AI Employees:

Provides the fastest time to value - Conversationally build AI employees that learn and excel beyond human limits. Multiply your workforce in minutes, not months.

Ensures enterprise grade security and compliance - Take control back with a centralized portal to monitor and govern all your Agentic AI applications. Ema can deploy on customer's cloud prem and is compliant with all leading standards including SOC2, ISO27001, ISO42001, EU AI Act, GDPR, HIPAA, NIST.

Delivers the highest accuracy at the lowest cost - Ema’s proprietary 2T+ EmaFusionTM model built for the enterprises' use cases gives enterprises the power of 100+ LLMs at their fingertips.

Experience the future of work with Ema, every enterprises' best performing employee. Hire Ema today.