Your agents stop looking things up

As the conversation happens, the copilot suggests replies grounded in your knowledge base with citations, surfaces the relevant article, proposes the next best action, and tracks sentiment and intent live. Your agent decides; the copilot removes the searching.

Before the agent speaks or sends, the drafted answer is checked against what was actually retrieved. Unsupported claims are caught by a hallucination grader and a citation auditor. An answer that can’t be grounded isn’t given. The agent says so, offers what it does know, or hands over to a human.

Every previous conversation on every channel, in one timeline. Orders, tickets, CRM records, traits, tags and notes are pulled from the systems that hold them. The agent opens the conversation already knowing the customer, because the platform does.

When an AI agent hands over, the human receives the transcript, a summary, the extracted entities, the sentiment trajectory and the reason for handover. Assignment is automatic based on skill, priority, geography and availability.

When the conversation ends, OptiML drafts the disposition, the notes, the tags, the extracted entities and the follow-up action. The agent reviews and confirms in seconds instead of typing for minutes. CRM records update idempotently, without duplicates.

Personal and team reply libraries carry personalisation tokens, and suggested knowledge articles surface in real time. Everything is searchable and shareable, so nobody has to remember where they saved it.