Despite advances in AI for contact centers, customer experience (CX) continues to suffer from high average handling time (AHT), low first-call resolution, and poor customer satisfaction (CSAT). A key driver is the cognitive load on agents, who must navigate fragmented systems, troubleshoot manually, and frequently place customers on hold. Existing AI-powered agent-assist tools are often reactive driven by static rules, simple prompting, or retrieval-augmented generation (RAG) without deeper contextual reasoning. We introduce Agentic AI goal-driven, autonomous, tool-using systems that proactively support agents in real time. Unlike conventional approaches, Agentic AI identifies customer intent, triggers modular workflows, maintains evolving context, and adapts dynamically to conversation state. This paper presents a case study of Minerva CQ, a real-time Agent Assist product deployed in voice-based customer support. Minerva CQ integrates real-time transcription, intent and sentiment detection, entity recognition, contextual retrieval, dynamic customer profiling, and partial conversational summaries enabling proactive workflows and continuous context-building. Deployed in live production, Minerva CQ acts as an AI co-pilot, delivering measurable improvements in agent efficiency and customer experience across multiple deployments.

Minerva CQ, a startup based in the San Francisco Bay Area, is making customer service calls quicker and more efficient for both agents and customers, with a focus on those in the energy sector. The NVIDIA Inception member's name is a mashup of the Roman goddess of wisdom and knowledge -- and collaborative intelligence (CQ), or the combination of human and artificial intelligence. The Minerva CQ platform coaches contact-center agents to drive customer conversations -- whether in voice or web-based chat -- toward the most effective resolutions by offering real-time dialogue suggestions, sentiment analysis and optimal journey flows based on the customer's intent. It also surfaces relevant context, articles, forms and more. Powered by the NVIDIA Riva software development kit, Minerva CQ has best-in-class automatic speech recognition (ASR) capabilities in English, Spanish and Italian.