One AI enterprise lead shares why his team is taking the long view on agent assist and its ultimate value
Here’s a question I think worth pondering for customer experience (CX) leaders developing their artificial intelligence (AI) strategies and technology roadmaps: Is agent assist a permanent fixture of the modern contact center desktop, or simply a stopgap on the way to full automation?
It’s a question that’s been in my own thoughts over the last few weeks, initially landed there during a customer presentation at the NiCE Cognigy Nexus 2026 conference that took place March 11-12 in Munich. For global financial services firm Allianz Group, agent assist is a bridge technology that, while serving a useful immediate purpose, is perhaps even more valuable for its role in maturing the AI ecosystem. Such is the view relayed by Benno Schindler, conversational AI tribe lead at the company’s IT and digital arm, Allianz Technology, during his presentation, Allianz: Mastering Agentic AI and Building High-Impact Agents.
The Bridge to Agentic AI
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