Enterprise Sales Copilot: Enabling Real-Time AI Support with Automatic Information Retrieval in Live Sales Calls

In customer contact centers, human agents often struggle with long average handling times (AHT) due to the need to manually interpret queries and retrieve relevant knowledge base (KB) articles. While retrieval augmented generation (RAG) systems using large language models (LLMs) have been widely adopted in industry to assist with such tasks, RAG faces challenges in real-time conversations, such as inaccurate query formulation and redundant retrieval of frequently asked questions (FAQs). To address these limitations, we propose a decision support system that can look beyond RAG by first identifying customer questions in real time. If the query matches an FAQ, the system retrieves the answer directly from the FAQ database; otherwise, it generates answers via RAG. Our approach reduces reliance on manual queries, providing responses to agents within 2 seconds. Deployed in AI-powered human-agent assist solution at Minerva CQ, this system improves efficiency, reduces AHT, and lowers operational costs. We also introduce an automated LLM-agentic workflow to identify FAQs from historical transcripts when no predefined FAQs exist.

Live streaming commerce has become a prominent form of broadcasting in the modern era. To facilitate more efficient and convenient product promotions for streamers, we present Click-to-Ask, an AI-driven assistant for live streaming commerce with complementary offline and online components. The offline module processes diverse multimodal product information, transforming complex inputs into structured product data and generating compliant promotional copywriting. During live broadcasts, the online module enables real-time responses to viewer inquiries by allowing streamers to click on questions and leveraging both the structured product information generated by the offline module and an event-level historical memory maintained in a streaming architecture. This system significantly reduces the time needed for promotional preparation, enhances content engagement, and enables prompt interaction with audience inquiries, ultimately improving the effectiveness of live streaming commerce. On our collected dataset of TikTok live stream frames, the proposed method achieves a Question Recognition Accuracy of 0.913 and a Response Quality score of 0.876, demonstrating considerable potential for practical application. The video demonstration can be viewed here: https://www.youtube.com/shorts/mWIXK-SWhiE.

Enterprise customer support systems must answer customer questions correctly, retrieve the right policy information, use customer context, and pass difficult cases to human agents when needed. This paper presents ShopEase, a Generative AI-based multi-agent framework for enterprise customer support. The system combines six components: Intent, CRM, Memory, Hybrid RAG, Escalation, and Supervisor, and uses LLaMA 3.2 running locally through Ollama for response generation. The retrieval module combines FAISS (dense retrieval) and BM25 (sparse retrieval), and six configurations are evaluated: BM25-only, FAISS-only, Fair RRF, Weighted RRF, RRF with Cross-Encoder, and Top-10 Hybrid with Cross-Encoder. Instead of using a fixed mapping between intent and policy, the policy category is decided directly from the retrieved documents. The system was evaluated on 2632 held-out customer queries across six categories: Refund, Return, Shipping, Cancellation, Damaged Product, and Unknown. FAISS-only achieved the highest accuracy of 85.37% (2247 correct predictions), closely followed by Weighted RRF at 85.07%. BM25-only achieved only 55.74% accuracy. Adding cross-encoder reranking did not improve results: RRF with Cross-Encoder reached 83.24%, and Top-10 Hybrid with Cross-Encoder reached 81.88%, while also increasing response latency. Category-level analysis shows strong performance on Shipping, Cancellation, and Return, while Unknown queries remain the main source of errors. Statistical testing using McNemar's test shows no significant difference between FAISS-only and Weighted RRF, though both perform significantly better than Fair RRF and the cross-encoder configurations. Overall, dense retrieval gives the best accuracy on this dataset, and additional reranking adds processing time without improving classification performance.