Our new agents kept asking senior reps for help mid-call so we are trying on fixing the problem with AI

I run a support team and one issue we're trying to fix right now is how much our newer agents depend on senior reps during live calls. The training itself isn't really the problem. We have docs and scripts and a decent knowledge base. The problem is finding the right answer when there's an actual customer waiting on the phone. A newer rep gets a question they haven't dealt with before and suddenly they're searching through docs or putting the customer on hold while messaging someone senior. It happens enough that our experienced reps are basically doing their own jobs while also acting as an internal help desk.

We're trying more training but we're also testing AI for the live call side of this. Cresta was suggested to us while looking at tools that can give reps help during the actual conversation. What we're trying is having useful info and guidance show up based on what the customer is talking about. The idea is that the rep shouldn't have to stop the conversation and search through five different places just to find one answer. We're also trying guided steps for calls where newer agents tend to forget part of the process.

We're still figuring it out but there are some good signs. Newer reps are spending less time searching for basic information and we're getting a much clearer idea of where they tend to get stuck. It also seems like it could take some pressure off the senior reps since they aren't being pulled into every basic question. It definitely isn't covering everything though. Some situations still need someone experienced and we're still tuning the guidance around how our team works. We're also being careful with the rollout because I can see this type of thing feeling like surveillance if it's handled badly. For now we're treating it as a safety net rather than some magic replacement for training or experienced staff. If it helps newer agents handle more calls on their own while keeping senior reps focused on harder problems then that's already solving a decent part of what we're dealing with.