AI agents

AI assistant for conversations and sales

The AI assistant for conversations and sales is a CONTACT.WORK AI agent for employees who talk to customers. During a call or chat, it suggests what to say and how to handle an objection. Instead of making employees listen to recordings and read through history, it shows a short customer summary, and when the conversation ends, it writes the summary, logs the outcome to the deal, and sets the next task.

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CONTACT.WORKCall suggestionsdemo data

Call · Irene, sales team

Customer“Competitors are 10% cheaper”objection

Suggestioncompare lead time and warrantyon screen

CRMcustomer bought twicenoted

Summaryno discount neededdeal

CONTACT.WORKCall summarydemo data

After call · 4:12

Summarycustomer needs a proposal for 3 itemsdone

CRM fieldsbudget, timeline, decision makercompleted

Tasksend proposal by Fridaycreated

Customer summary2 orders, complaint closedupdated

CONTACT.WORKManager reportdemo data

Weekly report · sales team

Tips2 140shown

Used1 380during call

Dealswith and without tips – side by sidecomparison

Weak spot“too expensive” objectiondeals lost

Callsand chats with suggestionsEmail, messaging apps, web chat

Instantlycall outcome in your CRMFields, agreements, next task

From 1 dayto the first suggestionsIn the cloud, with a ready knowledge base

1knowledge base for all AI agentsThe same information for everyone

Employee tools

How the AI assistant helps in every conversation

You decide which suggestions to show and to whom.

Objection handlingThe customer says "too expensive" or "I'll think about it" – the screen shows the response that has worked best for colleagues.

Well-timed upsellsPurchase history shows what else to offer this customer – the suggestion appears at the right moment in the conversation.

Required disclosuresIf an employee forgets to mention a deadline or terms, or to give a call recording notice, a reminder appears while the customer is still on the line.

Outcomes without manual entryAgreements, budget, and timelines from the conversation appear in the deal record automatically – nothing to retype.

Draft chat repliesIn chats, the AI assistant drafts a reply; the employee edits it if needed and clicks Send themselves.

Summary instead of recordingsNo need to listen to calls or read through chats: the employee sees a short customer summary – orders, promises, complaints.

Examples

Where suggestions work

Suggestions aren't just for live conversations: before and after a call, the AI assistant saves employees time too.

Suggestions during a call

While the call is in progress, both sides' speech is transcribed. The AI assistant understands what the customer asked and shows a short answer from the knowledge base, the customer's details from the CRM record, and the next step in the conversation. The customer never sees or hears the suggestions.

Live speech transcription
Answer and customer details
What to do next

CONTACT.WORKCalldemo data

Call · customer Alpha Build

Customer“What if it breaks in a year?”question

Suggestion3-year warranty, replaced in 5 daysfrom knowledge base

Buyerbought machine in 2024, serviced oncefrom CRM

Next stepoffer extended warrantyoffered

Example 1 of 4

Draft replies in chats and email

In chats, messaging apps, and email, the AI assistant reads the customer's message and drafts a reply with the right numbers and links. The employee decides: send it as is, edit it, or write their own. Every message sent goes into the customer's history.

Ready-to-send draft
The employee decides
Messages saved to history

CONTACT.WORKChatdemo data

Chat · Telegram

Customer“Send me the installment terms”question

Draftterms and contract linkready

Staffedited one sentencesent

CRMmessage in customer historysaved

Example 2 of 4

Who to hand the customer to for the best shot at a sale

When it's time to hand off the conversation, the AI assistant suggests who should take the call or chat: the rep who sells this service best, the one who has worked with the customer before, or the one who'll be free soonest. For a new lead, it recommends the rep who most often closes similar customers, taking team skills and workload into account.

Who sells the service best
A rep the customer knows
Team skills and workload

CONTACT.WORKWho to transferdemo data

Transfer · AI assistant tip

Customerlarge ordernegotiating

Best fitAndrewcloses these most often

Knows customerOliviahandled last order

AvailableAndrew, in 1 minutetransfer

Example 3 of 4

Suggestions outside calls and chats

When the employee isn't talking to anyone, they prepare for upcoming conversations with the AI assistant. In the morning, they get a list of who to call first and why: hasn't bought in a while, contract is ending, decision is stalling. For each customer, there's a short summary and a tip on how to open. Plus a separate note on what to focus on today, such as a promotion that ends Friday.

Who to call today
Summary and what to say
Today's focus: a promotion or new product

CONTACT.WORKDay plandemo data

Today's plan · Irene

CallAlpha LLC – contract ends Nov 5renewal

Summarybought twice, awaiting proposalbefore the call

Openingnew installment termssuggestion

Today's focuspromo until Friday – free installationall

Example 4 of 4

The AI assistant's suggestions come from the same knowledge base the AI consultants use: when a rule or price changes, everyone gets the new information once retraining is done.

How it works

How the AI assistant works

Knowledge

Where suggestions come from

Each suggestion draws on three sources: your company's knowledge base, the customer's purchases and inquiries saved in the CRM, and conversations where colleagues already closed a similar deal. When none of the sources has an answer, the AI assistant doesn't make anything up: the question goes to an expert, who adds it to the knowledge base.

Company rules and prices
The customer's past orders
Colleagues' experience

CONTACT.WORKSuggestion sourcesdemo data

Where the tip came from

Knowledge basesection “Warranty”found

CRMmachine since 2024, one repairnoted

Best callAndrew's answer, deal closedreference

No dataleasing questionto expert

Training

Learns from your best sellers

Experts take conversations that ended in a purchase and mark the answers that worked. Customers' personal data is removed from the recordings before training. A new version of the suggestions is released only if it performs at least as well as the previous one on the reference samples.

Calls that ended in a sale
Marked by experienced employees
Only improved versions

CONTACT.WORKBest callsdemo data

Best calls of the month

Selected420 calls with a salecleaned

Expertmarked 60 best answerssamples

Objections“too expensive”, “I'll think about it”reviewed

New versionmore accurate tipsready to release

Compliance

Reminders about required disclosures

Your company decides what employees must say on a call: a greeting with the company name, a call recording notice, timelines, return terms. The AI assistant tracks what has already been said and reminds the employee of anything missed before the call ends.

Your list of required items
Tracks what's been said
Reminder before the call ends

CONTACT.WORKRequired phrasesdemo data

Required phrases · call 2:40

Greetingcompany namesaid

Call recordingdisclosuresaid

Delivery timenot mentionedtip

Summarytime statedfixed

Oversight

Which suggestions work

The report shows how many suggestions were shown and used, how conversations end with and without suggestions, and which objections cost you deals. An expert reviews the suggestions employees dismiss and updates the knowledge base if needed.

Used and dismissed
With vs. without suggestions
Team weak spots

CONTACT.WORKSuggestion reviewdemo data

Tip review · today

Shown312in a day

Rejected47 – off targetfor review

Reasonoutdated price in KBfound

Fixsection “Prices” updateddone

Data

Recordings and access

Call audio and chat transcripts are stored in the platform. If you install it and the models on your own servers, recordings never leave your company. Employees see suggestions only for their own customers – based on access rights from the CRM.

Stored inside your company
Access rights from the CRM
De-identified recordings

CONTACT.WORKDatademo data

Call data

Recordingsin platform or on your serverstored

Trainingno names or phonescleaned

Accessstaff see only their customersby permissions

Customerdoesn't see tipshidden

Suggestions while the customer talksAn answer to a question or objection appears on screen while the conversation is still going.

Conversation and customer summaryA call summary, purchase history, and past agreements – in one window.

Today's callsA list of customers it's time to call, with the reason and a conversation opener.

Report for managersSee which suggestions help close deals and which ones employees dismiss.

Launch

How we set up the AI assistant

01GoalsWe define the result you want from a conversation – a sale, a booking, a renewal – and the terms the employee must mention.
02KnowledgeWe prepare the knowledge base – a new one or the one your AI consultants already use – and give the AI assistant access to deals, purchases, and tasks in the CRM.
03SamplesWe pick conversations from your best sellers and mark successful answers together with your experts.
04WorkspaceWe show suggestions in the employee's CONTACT.WORK workspace, right next to the customer's details.
05PilotWe turn on suggestions for one team and compare its results with the rest.
06RolloutWe connect the whole department and keep training the AI assistant based on the reports.

Requirements

What you need for the AI assistant

Telephony: Asterisk connected through the CONTACT.WORK connector
Messaging: Channels connected to the platform
Knowledge base: Answers, prices, terms, and objection-handling arguments
CRM: A CRM with an API: reading deals and writing outcomes
Models: Transcription and response models: cloud-based or installed on your servers
Cost: AI service rates plus support hours for setup

Preparation

What to think through in advance

Which objections come up most?"Too expensive," "I'll think about it" – and the arguments for each.

What should a conversation achieve?A deal, a booking, a payment, a contract renewal.

What must be said?Your requirements: terms, timelines, call recording notice.

Whose conversations set the standard?Your best sellers – their successful answers become suggestions.

Which CRM should we connect?Where your deals, customer history, and tasks live.

Which promotions should we push?So everyone knows the main focus of the day.

Q&A

Frequently asked questions

Don't suggestions distract employees during a conversation?

A suggestion is a short text block with links to the relevant knowledge base articles, shown next to the customer's details. It appears only when needed: for a question, an objection, or a missed required disclosure. Whether to use it is up to the employee.

Who needs the AI assistant if we already have an AI consultant?

The AI consultant handles conversations with customers by itself and resolves simple questions. The AI assistant is for conversations your employees lead: sales, complex consultations, and negotiations with large customers.

How do chat suggestions differ from call suggestions?

On calls, suggestions are based on the speech transcript, and the text is short enough to read on the fly. In chat or email, a draft reply appears right away: the employee sends it as is or edits it first.

How fast does a suggestion appear?

A few seconds after the customer's question or objection. Speed depends on speech recognition and server capacity.

How does the AI assistant connect to our CRM?

Through the API: it reads deals and customer history, and after the conversation it logs the outcome, fills in fields, and sets a task. Popular CRMs have prebuilt integrations.

Integrations →

Do suggestions actually help sell – how can we check?

Compare two groups of employees: one works with suggestions, the other without. The report shows the difference in closed deals and the stage where conversations fall apart.

Can we turn off suggestions for experienced employees?

You can: suggestions are turned on by role and for individual employees. Experienced staff often keep only conversation prep and automatic CRM logging, while new hires get everything.

Can managers see which suggestions helped?

They can: the report shows which suggestions employees used, which they skipped, and how those conversations ended. The people responsible for content refine the suggestions that didn't work.

Does the AI assistant work in every channel on the platform?

It works wherever employees answer customers in the platform: calls, web chat, messaging apps, and email. On calls, it relies on the speech transcript; in messaging, on the message text.

How much does the AI assistant cost?

Speech transcription and response models are billed at AI service rates, and setup, sample preparation, and training are billed as technical support hours. Contact us for pricing.

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Glossary

Terms on this page

CRM – customer relationship management: Where a company keeps its customers, deals, and full communication history. Learn more →
Knowledge base: All answers, policies, and prices in one place – for agents and AI. Learn more →
Call recording: Calls are saved so they can be replayed and disputes settled. Learn more →
API (application programming interface): The way programs exchange data with each other without a person in the loop. Learn more →
Cloud deployment (cloud): The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
Customer record: The screen of customer data an agent sees during a conversation. Learn more →
Personal data: Anything that points to a specific person: a name, a number, a voice. Learn more →
On-premises deployment: The system runs on the company's own servers, not in the vendor's cloud. Learn more →
Connector: A prebuilt module that links the platform with telephony, a CRM, or another system. Learn more →
Speech-to-text: Turns spoken conversation into text. Learn more →

Blog

From the blog

All articles →

Management · 7 min read How to reduce average handle time without sacrificing quality How to reduce average handle time (AHT): shorter after-call work, a usable knowledge base, an AI assistant for agents, and screen pop from your CRM. Read the article → Quality · 6 min read Speech analytics for QA: every call instead of 1-2% Speech analytics checks every call: script, required disclosures, and call topics. How to turn your QA scorecard into rules and start with one queue. Read the article → Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article →

Updated: November 10, 2026