We're excited to share what's coming in 2026 for two of Fuel iX's flagship CX applications: Agent Trainer and Agent Assist. Both are evolving to help customer service teams work smarter, faster and with greater confidence.
Watch what’s coming in 2026:
Agent trainer: Empowering agents through smarter training
Agent Trainer empowers customer service agents through experiential practice and personalized feedback in a safe, realistic environment. The platform allows trainers to create highly realistic simulations, both voice and chat scenarios, where agents can practice handling customer interactions before facing real situations.
2026 roadmap: Four key themes
Performance insights
New in-app reporting tools will give trainers a deep, granular look at team-wide trends alongside individual agent metrics. Trainers will be able to pinpoint the exact skills where agents are struggling, such as empathy or communication, so they can focus training where it's needed most.
Evaluation and coaching
The AI evaluation engine is getting even better, with new functionality that helps agents and trainers quickly understand strengths and areas for improvement. Think of it as a coaching cheat sheet that helps identify exact areas for improvement, backed by more accurate AI evaluations and on-demand coaching feedback.
Personalized learning
The platform will automatically suggest the right scenarios based on each agent's skill gaps. Even more exciting: AI-generated simulations will use real-world customer data to build scenarios that mirror actual conversations agents are having every day, ensuring practice is always relevant.
Training flexibility
Recognizing that teams are busy and global, Agent Trainer is introducing highly focused practice sessions for specific skills and multi-language support, so global teams can get the same high-quality practice as everyone else.
Agent assist: From in-flow assistance to intelligent guidance
Agent Assist ensures agents are never alone in live conversations, empowering them with real-time intelligence embedded directly in their day-to-day workflow through a Chrome extension. Agents can retrieve answers from multiple knowledge sources through a single interface, powered by GenAI, without switching tabs or breaking focus.
The evolution: Context-aware guidance
Agent Assist is evolving from in-flow assistance toward more intelligent, guided support. The focus is on helping agents navigate conversations with greater context and confidence, not just by retrieving information, but by helping them understand what's relevant and when.
Benefits for managers and supervisors
Agent Assist helps scale support across teams without increasing manual oversight. By equipping agents with the right tools and knowledge in real time, managers can:
- Reduce escalations and day-to-day firefighting
- Bring consistency to agent responses through centralized, approved knowledge
- Gain clearer visibility into how Agent Assist is being used and where agents may need additional support
- Spend less time correcting issues and more time on coaching and quality improvement
Benefits for agents
Agent Assist reduces friction during live conversations by keeping everything in a single interface, whether it's finding information from approved knowledge sources, summarizing ongoing conversations or translating content in real time. This reduces cognitive load, saves time, and builds confidence, especially in high-pressure or complex interactions.
Ready to learn more? Sign up for a demo of Agent Trainer or Agent Assist to see how these applications can transform your customer service operations.
Curious how these roadmap innovations come to life in real contact centers?
Join us at Shift: The human + AI CX summit on February 19, 2026. This virtual event brings together CX, contact center, and training leaders to share practical examples of how AI is augmenting human agents through smarter training, real-time guidance, and data-driven workflows.
Register now to save your spot and see how leading teams are turning human + AI strategies into real-world results.
