Abstract

Contact-center agents are handling more complex and emotionally demanding calls than ever. Based on an independent University of St. Gallen field study, this white paper shows how Spitch’s AI Agent Assist helps agents stay composed by delivering relevant information in real time, directly inside the workspace, without putting customers on hold.

The study found that Spitch Agent Assist solution is especially valuable on difficult calls, where it reduces cognitive load, supports faster responses, and helps agents feel more confident. The benefits are strongest for new hires and depend on a company-specific knowledge base and a simple, non-intrusive user experience.