The script lives in a PDF the agent cannot read mid-call
New agents freeze, experienced agents improvise. The answer to the objection exists — three tabs away, after the customer has hung up.
Product · Ender Assist · Early access
Real-time agent assist: the right words on the agent's screen while the customer is still talking.
Quality management tells you what an agent should have said — a day later, in a coaching session. Ender Assist says it during the call: it listens to the conversation running in the agent's browser and puts the matching script, answer or reminder in a side panel the moment it is needed. A separate product from the same team, rolled out with our engineers.
How it worksEarly access
- You write the playbook once
Flows: what to say when the customer asks about a price, a cancellation, a delivery — step by step, with conditions. Interruptions: reminders that fire on a key event at any point in the call. Flows can be drafted from the script document you already use.
- The agent installs one Chrome extension
It runs inside the telephony page the agent already uses, listens to the call that is already there and opens a side panel. Nothing changes in the telephony platform.
- The right card appears mid-call
The customer says the trigger; the side panel shows the step. Details the customer gives — a name, a plan, an amount — are captured as slots and change what the next card says.
The problem
Why teams ask for real-time agent assist.
Coaching arrives a day late
QA finds the missed line tomorrow. The customer who heard the wrong answer today is already gone.
Every scripted flow changes every quarter
New product, new compliance line, new promotion — and the update reaches the floor by email, if at all.
What you get
What the product does today.
Built and in production; configured with you by our engineers during the rollout.
Flows: step-by-step script recommendations
A flow starts when the customer says one of its trigger phrases — "I want to cancel", "how much is" — and walks the agent through the steps: what to say, what to ask, what to check, with conditions deciding which step comes next.
Interruptions: reminders on key events
Independent of any flow: a compliance line that must be said before a payment, an escalation rule when the customer mentions a competitor, a discount cap. They fire the moment the event happens and can count how often it did.
Slots: the details the customer gives, captured live
Names, plans, amounts, dates — extracted from the conversation as it runs and used in the conditions and the text of the next card, so the agent reads "confirm the €120 plan", not "confirm the amount".
Flows from your existing documents
Start from the script document your team already uses — flows can be drafted from it and then edited in the management UI, which also holds your agents, account users and usage per call.
Works inside the telephony page, on the call already running
Google Chrome desktop, browser-based telephony: the extension reuses the audio the page already has, opens a side panel, and shows connection state and recommendations. Your telephony platform is not changed and not written to.
One vendor for the call and for the review of the call
Ender Assist helps during the call; the Ender Turing analytics platform scores and analyzes the same browser calls after they end when its call recorder runs alongside — one team to call, one scorecard language, no second vendor to integrate.
With the platform
During the call is half of it.
Score the calls afterwards
AutoQA scores every recorded call on your scorecard, with its accuracy against your reviewers shown — the check that the playbook is being followed.
See the whole conversation, not just the moment
Transcripts, topics, funnels and boards on 100% of calls — the analytics that tells you which flows to write next.
Which telephony platforms
Browser-based platforms whose page can be instrumented; the origins are declared before rollout and tested with your provider.
Agent assist FAQ
What teams ask before an agent-assist rollout.
What is agent assist?
Software that helps a contact-center agent during a live conversation: it follows what is being said and shows the agent the next best step — a script, an answer, a compliance reminder — while the customer is still on the line. It differs from quality management, which reviews the conversation afterwards, and from a chatbot, which talks to the customer instead of the agent.
How does Ender Assist work?
A Chrome extension runs inside the telephony page the agent already uses. It observes the call audio that the page already carries, streams it to the Ender Assist service, which transcribes it as it happens and tracks the state of the conversation against your flows and interruptions; the matching recommendation appears in a Chrome side panel. Everything the agent sees is configured by you in the management UI.
How is it different from Google Agent Assist, Genesys or Five9 agent assist?
Those are features of their own platforms. Ender Assist runs as an extension on top of the browser-based telephony you already have, so it does not depend on the platform vendor's roadmap, and it is configured by the team that owns the scripts, not by a system integrator. It is also part of one platform with the post-call analytics and quality scoring.
Which telephony platforms does it support?
Browser-based telephony in Google Chrome desktop that uses the standard WebRTC audio in the same browser profile — the page origins are declared and tested before rollout, together with your provider. Native or remotely published softphones cannot be instrumented. Tell us your platform and we confirm it in the first call.
Does it work in my language?
The recommendations are your text, in your language. The live transcription runs in the languages configured for your account; we confirm yours before the rollout.
Is it self-serve? What does it cost?
Not yet. Ender Assist is in production with the first customers and is rolled out with our engineers: we declare your telephony origins, install the extension with your IT, load your flows and run a test call with an agent. Write us, tell us the platform and the size of the floor, and we come back with a plan and a price.
What does the agent have to do?
Install the extension, log in once, and keep the side panel open during calls. Nothing else changes: the same telephony page, the same headset, the same way of making and taking calls.
What about security?
The extension reads only the declared telephony pages, sends audio only during a call and only to the Ender Assist service over encrypted connections; there is no public installation channel — the package is supplied by Ender Turing and updated on our instruction. Ender Turing has completed a SOC 2 Type II examination and handles data in a GDPR-compliant way.
Security, hosting regions, sub-processors and response times are documented on the Data Security page; SOC 2 Type II examination completed.
Early access
Put the right words in front of your agents — during the call, not after it.
Write us with your telephony platform and the size of the team; we confirm compatibility, load your first flows and run a live test call with one agent.