Next-Best-Action Agent Assist Live in-call coaching, every conversation.

Live agents have 5 seconds to figure out the right next move while the customer is talking. EnableX Next-Best-Action listens in real time and suggests what to do next: the right reply for this objection, the right offer for this customer tier, the right escalation when sentiment turns, the right regulatory disclosure for this scenario. AI coach in the agent’s ear, every call.

Try For Free
Real-time in-call coaching · voice + chat + WhatsApp · suggestion in < 1 sec
EnableX Playground

Stop reading. Experience it. Live agent-assist suggestions, plus the rest of our intelligence stack.

Step into the Playground →

What sets it apart

Reply suggestions

Customer says X, AI suggests the best reply, scored by likelihood-to-resolve. Agent uses, edits, or ignores. Train on your team’s top performers, so junior agents get senior playbooks live.

Offer suggestions

Customer asks for discount or threatens to leave, AI suggests the right offer based on customer tier, lifetime value, and product. Avoids over-discounting; surfaces retention plays.

Escalation prompts

Sentiment turns negative or fraud signal fires, AI prompts agent to escalate (transfer to manager, offer human handoff, trigger fraud workflow). No missed handoffs.

How it works

AI listens to the customer’s question or objection and suggests the best reply, ranked by likelihood-to-resolve. Trained on your top-performing agents’ actual replies. Junior agents get senior playbooks live.

  • Suggestion in under 1 sec
  • Top-3 reply ranking
  • Trained on top performers
  • Agent edits or uses verbatim
  • Improves with feedback

Customer asks for discount, AI calculates the right retention offer based on customer tier, lifetime value, churn risk, current product mix. Avoids over-discounting; surfaces upsell when relevant.

  • Tier + LTV + churn-risk-aware
  • Avoids over-discounting
  • Upsell suggestions when relevant
  • Compliance-checked offers
  • CRM auto-tagged

Insurance call without IRDAI disclosure? AI prompts agent. BFSI collection without RBI calling-window check? AI prompts agent. Audit-grade reduction in compliance breach risk.

  • IRDAI / RBI / DPDPA / HIPAA prompts
  • Per-vertical disclosure libraries
  • Audit log of prompts fired + actions
  • Coaching report on compliance gaps
  • On-prem deployment for regulated

Sentiment turns negative, prompt agent to offer human supervisor. Fraud signal fires, prompt agent to trigger fraud workflow. High-value customer, prompt agent to upsell premium support.

  • Sentiment + intent-driven prompts
  • Fraud + churn signal triggers
  • Per-tier escalation rules
  • Auto-route to right next step
  • Audit log + coaching report

Use cases

BFSI · collections

Compliant + effective

Right pitch + RBI calling-window prompt + payment-promise capture.

Read more
Insurance

Retention + upsell

Right retention offer at renewal · IRDAI disclosure prompts · upsell triggers.

Read more
Healthcare

Triage + booking

Symptom-based triage prompts · right specialist · video escalation if urgent.

Read more
All verticals

Tier-1 quality lift

Live coaching brings new agents to senior-level quality in days, not months.

Read more
Sales

Objection handling

Real-time objection-handling coaching. Junior reps get senior playbooks live.

Read more
EdTech

Counsellor follow-ups

Right pitch per programme · fee-payment prompt · CRM auto-tag.

Read more

Explore related

Conversation Intelligence

The full intelligence platform.

Conversation
Capability

Sentiment + Intent

The real-time scoring that triggers NBA prompts.

Sentiment
Capability

Conversation Analytics

Where coaching gaps surface in aggregate.

Conversation
The EnableX Difference

Bot → Human Handoff

The handoff that NBA prompts the agent to take.

Bot
Evaluating alternatives?
vs Twilio → vs Yellow.ai → vs Haptik → All comparisons →

FAQ: Next-Best-Action

Listens to the live conversation in real time and suggests the agent's next move: the right reply, the right offer, the right escalation, the right regulatory disclosure. Suggestions appear in the agent console with confidence scores. Agent uses, edits, or ignores; system learns from feedback.

Under 1 second from the customer's utterance. Latency is critical; agents have 5 seconds to act before the conversation pace breaks. EnableX targets sub-1-sec suggestion latency in the cloud, sub-1.5-sec on-premise.

Three sources: (1) your top-performing agents' actual replies (trained from call recordings and transcripts), (2) your KB and product docs (RAG-powered for specific queries), (3) your business rules (offer eligibility, regulatory disclosures, escalation thresholds). Combined into a ranked suggestion list.

Yes. Per-vertical libraries (IRDAI for insurance, RBI for BFSI, DPDPA for general, HIPAA-grade for healthcare). When a conversation hits a trigger (customer asks about premium, IRDAI disclosure required), AI prompts the agent. Audit log of prompts fired and agent action.

Yes. Voice agents, chat agents (WhatsApp, web, RCS), and email agents all get NBA suggestions. Voice has the tightest latency budget (sub-1 sec); chat has more time to suggest richer responses.

Cloud: 4-8 weeks. The build is in tuning suggestion quality on your specific business: top-performer training, rule definition, KB connection. Quality is the work; the platform is plug-and-play.

See EnableX in action.

Talk to sales, or start a free trial. No credit card required.

Try for free Talk to sales

Free trial credits · No credit card · API keys in 2 minutes