Insights

Real-Time QA vs. Agent Assist: Which is the smarter investment? 

Agent Assist has been around for years, evolving from basic scripting tools into more sophisticated systems designed to support agents during live conversations. But as these tools have grown more complex, the results have often fallen short of the hype. 

In today’s contact centers, the real question isn’t “Should we have real-time support?”. It’s “What kind of real-time support actually helps?” 

Here’s why more forward-thinking contact centers are turning to Real-Time QA instead. 

What Agent Assist tries to do 

Modern Agent Assist tools work by listening to a live conversation and trying to predict what the agent might need next – whether that’s a knowledge article, a script, or a prompt about how they’re speaking. 

The idea sounds helpful, in theory. But in practice, these tools often bring more noise than clarity. 

The problem with Agent Assist 

Here’s where Agent Assist tends to fall short: 

1. It competes for the agent’s attention 

Agents already juggle enough during a live call, using several systems at once. Add in constant on-screen prompts or coaching nudges, and it can quickly become distracting. 

2. It’s not always accurate 

If the system misinterprets the conversation or surfaces the wrong information, agents are left second-guessing or in a position where they have to ignore prompts entirely – especially on voice calls where there’s no time to double-check. 

3. The business case often doesn’t stack up 

Many Assist tools come with high price tags and underwhelming impact. The gains in CSAT or AHT are usually marginal, and the main justification has often been reducing after-call work. That’s a big spend for limited upside. 

And that’s to say nothing of how long it can take just to implement Agent Assist technology. So what’s the alternative? 

What Real-Time QA does differently 

Real-Time QA takes a different approach. Instead of trying to coach the agent during the call, it evaluates quality as the call happens – quietly and in the background. 

That means: 

• Agents can receive helpful, actionable feedback right after a call, when it’s still fresh and relevant. 

• QA leaders don’t have to wait days to spot issues like missed verifications or tone problems. 

• The platform handles after-call admin automatically, reducing AHT without disrupting the conversation. 

It’s support that empowers agents, rather than adding pressure – and it delivers quality insight at speed, without the noise. 

In summary 

Agent Assist tools promised to be game-changers, but for many contact centers, they’ve introduced more complexity than clarity. Real-Time QA offers a smarter path: one that supports agents without overwhelming them, helps teams improve faster, and actually delivers measurable ROI. 

And best of all? It doesn’t require a huge shift in culture, process, or budget to get started.