Calabrio agent assist Your next-generation Agent Copilot
No Tickets. No Delays. Just Instant, Intelligent Responses.
Empower agents and make life easier for managers with our next-gen, Agentic-AI-powered copilot that delivers seamless, conversational self-service across daily workforce scheduling needs.
Trusted by global brands
AI Workforce Scheduling Assistant
Give Agents Control and Managers Time Back with Intelligence
Powered by easy-to-love GenAI, Calabrio Agent Assist supports agents with smarter scheduling and frees managers to focus on what matters most.
Agent Assist puts your agents in control of their scheduling. With natural, conversational self-service available on desktop or mobile, they can check shifts, request time off, swap schedules, or volunteer for overtime—all in real time and within policy.
Let your managers handle much more than repetitive scheduling requests. Agent Assist automates routine interactions while ensuring every action is in line with business rules and needs.
Designed to fit seamlessly within today’s distributed contact centers, Agent Assist supports seamless interactions in 50+ languages. Going far beyond retrofitted “English-first” tools, our GenAI-powered copilot enables global consistency without sacrificing local flexibility.
Agent Assist is context-aware, policy-driven, and fully transparent. Agent Assist easily syncs with your WFM data and scheduling policies, continuously learns from supervisor feedback, and get clear explanations behind every approval or denial.
Contact Center Agent Assist
Need Scheduling Answers? All You Have to Do Is Ask.
Give agents instant answers and control over their day. Agent Assist is available to chat anywhere, anytime.
Agent Assist adapts in real time, balancing agent requests with staffing needs, coverage, and company policies. Supervisors stay in control of approvals, while the AI learns from feedback to get smarter over time. It’s AI you can trust – built for the speed, scale, and compliance demands of today’s contact centers.
Innovation That Outpaces the Competition
From agents to analysts, the Calabrio ONE platform empowers contact centers to achieve their goals—and their reviews prove it.
Calabrio ONE
Verint
NiCE WFM
Aspect Workforce
Customer Stories
A Trusted Ally to Leading Brands That Empower Employees and Maximize Performance
Calabrio ONE is trusted by Fortune 500 brands and counted on by top technology partners. See how we’ve helped leaders in an array of industries get the very most out of their customer experience data.
• 20% Increase in First Contact Resolution
• 40% Decrease in Six Sigma Defect Rate
• 40% in Customer and Agent Effort
“We expect throughout the remainder of the year to continue to reduce our defect rate by 40%, which will drive additional improvement in first contact resolution.”
Featured Resources
Customer Reviews
Leaders in Contact Center Workforce Satisfaction
See why customers choose Calabrio to quickly turn insights into revenue-boosting action.
Charles Angelo V
Outsourcing/Offshoring Quality Analyst
Lisa P
Enterprise Workforce Analyst
Brian W
Mid-Market Workforce Management Planner
Charles Angelo V
Outsourcing/Offshoring Quality Analyst
Lisa P
Enterprise Workforce Analyst
Brian W
Mid-Market Workforce Management Planner
FAQS
Looking for help?
Get answers to some of the most frequently asked Calabrio Agent Assist questions.
Calabrio Agent Assist is our next-generation, Agentic AI-powered workforce assistant, built to empower agents and save managers time. Conversational, intelligent, and designed for autonomy, it gives agents seamless self-service for scheduling tasks like checking shifts, requesting time off, or volunteering for overtime. Everything happens in real time, always within policy, and in more than 50 languages.
Available in both the Calabrio Mobile App and the Calabrio Desktop App, Agent Assist meets agents wherever they are, using natural language for human-like interactions. Context-aware and policy-driven, it eliminates tickets, delays, and guesswork, giving agents clarity and control while freeing managers from manual requests.
Calabrio Agent Assist does not use customer interaction data for training. Only agent-facing metadata (like names and shift patterns) is used, and it remains within a secure Azure environment. No raw or identifiable customer data is processed.
Calabrio uses foundational LLM models via Azure Open AI.
Customers own their data. We do not share your data with other customers or third parties without your explicit permission. This includes any output generated from the use of our products—output based on your data remains your property. Furthermore, we retain your data only as permitted by our Data Retention Policy and the Master Services Agreement (MSA) between you and Calabrio. We will not transfer your data without your authorization. Our MSA includes Data Protection terms that govern our products, including those incorporating AI.
Agent Assist is included with Calabrio WFM—no hidden fees, no add-ons, just instant agent autonomy. If you already have access, simply go to the Notifications section and enable it with one click. Don’t see it yet? Your rollout is on the way. Contact your Calabrio Account Manager or Customer Success Manager for your timeline.
