Overall experience with
How helpful reviews are selected
Favorable Review
Product: Agent Assist
Low Latency Transcription Enhances Real-Time Interaction for Tier 1 Support Teams
Critical Review
Product: Agent Assist
Helpful Functionality With Room for More User-Friendly Transcription Experience
Likes and dislikes about
likes
The low latency transcription is the standout. In many real time ai products, there is a distracting delay between the customer speaking and the text appearing on the screen. Google's engine is remarkably fast and handles overlapping speech or heavy accents with a high degree of accuracy. This speed is what makes the Knowledge Suggestions viable; if the suggestion arrives five seconds after the agent has already moved on to a different topic, the tool becomes a nuisance. Here, the timing feels choreographed with the natural flow of conversation.
March 23, 2026
dislikes
Transcription could be a little better.
February 20, 2026
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