New Digital Intelligence

Agent Assist
Boost agent productivity and customer satisfaction while cutting support time and costs by an order of magnitude

EMA’s Agent Assist is a next-generation AI support agent designed to streamline complex customer service operations at scale.

From ticket classification to third-party logistics requests and human escalations, it automates core workflows while continuously improving through human feedback and historical learning.

With built-in analytics and seamless knowledge base training, Agent Assist not only boosts team efficiency—it also enhances accuracy, consistency, and customer satisfaction.

Contents

Functional Scope
Advantages of implementing EMA AI Employees with NDI​
Technical Details
Pricing
Downloads
Functional Scope
Complex Inquiry Handling
Handles complex inbound customer inquiries
Intent Detection & Backend Integration
Identifies message intent and integrates with backend systems for order lookups
Automated Ticket Creation & Categorization
Automates ticket creation and categorization based on historical data and machine learning
3PL Issue Resolution
Places requests with third-party logistics providers for issue resolution
Human Escalation Triggering
Generates internal requests for human agents when necessary
Knowledge Base Training Support
Supports knowledge base training using uploaded articles, SOPs, prior tickets, and enablement content
Historical Ticket Analysis
Analyzes prior tickets and optimizes response categorization
Reinforcement Learning with Human Feedback
Enables reinforcement learning with human-in-the-loop feedback for continuous improvement
Performance & Analytics Reporting
Provides analytics on ticket categories, volume, accuracy, and AI vs. human performance

Advantages of implementing EMA AI Employees with NDI​

Whether you’re deploying Ema’s Agent Assistant, RFP Proposal Writer or any other AI Employee, working with New Digital Intelligence (NDI) gives you these key advantages:

Risk-Free Implementation

NDI provides a free implementation of Ema AI Employees — no upfront cost or commitment.

Performance-Based Pricing

With a pure pay-per-use model, you only pay when Ema adds value. No minimum volumes or hidden fees.

Continuous Optimization

NDI continuously monitors, fine-tunes, and evolves your AI employee’s performance to match your needs.

Guaranteed Savings

NDI guarantees measurable cost/time savings through automation and AI-enabled workflows.

Deep Generative AI Expertise

With over 90 AI specialists, NDI brings hands-on project experience and fast time-to-value delivery.

Fully Managed Services

NDI handles all updates, scaling, support, and maintenance — freeing your team to focus on business priorities.

Tailored to Mid-Sized Organizations

Everything NDI does is designed for mid-sized firms: agile, efficient, and cost-conscious.

Technical Details

Generative Workflow Engine™ (GWE)Orchestrates multiple specialized AI agents to automate complex enterprise tasks, enabling seamless execution of workflows. ​
EmaFusion™ ModelIntegrates over 30 public and private language models, including GPT-4, to ensure high accuracy and cost-effective performance. ​
Data IntegrationPre-integrated with 200+ applications such as SharePoint, Google Drive, Dropbox, and OneDrive for efficient data retrieval and processing. ​
Security ComplianceAdheres to standards like SOC 2 Type II, HIPAA, ISO 27001, and GDPR, with robust encryption and data redaction to protect sensitive information. ​
Adaptive LearningUtilizes Reinforcement Learning from Human Feedback (RLHF) and Long-Term Memory (LTM) systems to continuously improve performance based on user interactions. ​
Multi-Format OutputCapable of generating documents in various formats, including Word, PowerPoint, and Excel, to meet diverse enterprise needs. ​
Deployment OptionsSupports both multi-cloud and on-premises deployments, offering flexibility to align with organizational infrastructure requirements.

Pricing

At NDI, our EMA Agent Assist AI Employee is priced based on tangible support outputs—Assisted Tickets and Assisted Replies—with a focus on delivering efficient, high-quality service across the customer support lifecycle.

This model is designed to be transparent and performance-driven:

  • For Assisted Tickets, priced at €1.38 per unit with a baseline of 1.71 hours per ticket, the AI delivers support at an effective hourly substitution rate of €0.80/hour.

  • For Assisted Replies, priced at €0.69 per unit with a baseline of 0.34 hours per reply, the AI delivers at an effective rate of €2.00/hour.

Compared to traditional customer support methods, EMA delivers significant savings while maintaining speed, quality, and scalability across service operations.

Whether you need one-time support or ongoing hiring scale-up, EMA adapts to your needs with predictable pricing and measurable impact.

Find all details in our EMA Pricing Sheet.

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