CX assistants deep dive with Deepdesk

What is a CX assistant?

A CX assistant is an AI tool that helps customer support agents do their jobs better. Instead of working on its own, it sits alongside the agent, offering real-time support throughout a customer interaction.

CX assistants don’t replace agents. They amplify what agents can do by:

• Finding information quickly
  

• Summarising customer conversations
  

• Suggesting next best actions
  

• Analysing customer sentiment in real time
  

The goal? Less time searching, more time helping.

What makes Deepdesk’s CX assistants different

At Deepdesk, we design our CX assistants with one key principle in mind: human in the loop.

That means our tools support agents without taking over the interaction. The agent stays in control, using AI-generated insights to make faster, better decisions.

Here’s how our CX assistants stand out:

• Real-time summarisation
  Our AI listens in real time and summarises conversations as they happen. Agents don’t have to take notes or search through old tickets—they get a clear, accurate summary instantly.
  

• Knowledge assist
  Deepdesk connects your company’s knowledge bases and pulls the right information at the right time. Agents no longer waste time digging through multiple systems to find answers.
  

• Sentiment analysis
  Our AI detects customer emotions during a conversation and alerts agents if an interaction is becoming negative—or suggests when it might be the right moment to upsell or offer a discount (always with human approval).
  

• Explainability
  Deepdesk’s AI shows agents why it suggests certain actions or responses, making it easy to understand, trust, and adjust recommendations.
  

• Built-in ethics
  Keeping a “human in the loop” helps you avoid ethical and regulatory issues by adding a layer of oversight to your AI interactions.

What CX assistants mean for your team

When you bring a CX assistant into your workflow, here’s what you can expect:

• Faster resolution times
  Agents spend less time searching for information and more time solving problems.
  

• Better customer experiences
  Customers get quicker, more relevant answers—and support that feels personal.
  

• Happier, more productive agents
  By taking repetitive work off their plates, CX assistants free agents to focus on what they do best: helping people.
  

• Stronger compliance and quality
  With real-time guidance and sentiment insights, agents can deliver support that meets quality and regulatory standards more easily.
  
  

The future of CX assistants

In 2025 and beyond, CX assistants will only get smarter. But one thing won’t change: the best results will always come from AI working with people, not instead of them.

At Deepdesk, we believe the future of customer support is built on this partnership. That’s why we continue to design tools that keep humans in control, supported by the best AI has to offer.

Want to see how CX assistants are reshaping customer support? Download Deepdesk’s AI forecast for 2025 to get the full picture.

Download the full report now.