Live knowledge guidance
Surface concise, relevant answers from approved content without forcing agents to search across disconnected systems.
↗DORA ASSIST
Dora Assist
Give contact center agents live guidance grounded in trusted knowledge, customer context, and service workflows.
Enterprise perspective
Build an operational decision layer, not another search box
Agents need customer state, policy, history, and available actions in one workflow. Search alone cannot resolve fragmented operations. Connect guidance to approved knowledge and transactional facts, with citations and confidence controls where appropriate. Design clear authority boundaries, confirmation steps, escalation paths, and audit trails for AI-assisted work.
01Guidance in the moment
Capabilities
Put trusted knowledge and recommended actions inside the agent workflow
Guidance shaped by context
Use interaction intent, customer history, service state, and permissions to tailor guidance to the moment.
↗Automated interaction wrap-up
Generate summaries, disposition support, and structured notes that reduce repetitive after-contact work.
↗How Gatestone works
A practical path from knowledge readiness to measurable adoption
Prioritize use cases
Identify interaction types where search time, complexity, and after-contact work create the greatest customer and employee friction.
Prepare knowledge
Clean, structure, approve, and assign ownership to the sources that will ground responses.
Connect context
Integrate customer, CRM, case, workflow, and permission data required for relevant assistance.
Design controls
Define allowed actions, confirmation points, escalation logic, citations, monitoring, and failure behaviour.
Pilot with agents
Test guidance quality, workflow fit, adoption, accessibility, and operational impact with frontline users.
Run the learning loop
Use feedback, corrections, outcomes, and knowledge changes to improve the system continuously.
Client Stories
How the approach could work.
Illustrative service situations with intended outcomes.
Related insights
Ideas for operators building what comes next.
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