What is Agent Assist?
Agent Assist brings together the tools that support your agents while a customer conversation is still running. Real-Time Suggestions is the one that works in the moment, displaying the information an agent needs on their Agent Desktop, as text or as a link, at the point in the call or chat where it becomes relevant.
Each suggestion is connected to an Intent, which is a subject you define in advance together with the phrases and concepts that indicate it has come up in conversation. This means your agents work without a constant stream of prompts, because content is displayed only when the conversation has raised the subject it relates to.
The benefits are immediate: agents find answers without interrupting the conversation to search for them, the wording your business requires is available at the moment it is needed rather than depending on memory, and your customers receive replies that are informed and consistent.
How do Real-Time Suggestions work?
When you connect a suggestion to an Intent you are defining a simple rule, so that whenever that subject comes up the content is shown. A suggestion can be a piece of text, a link to an article, or both.
While the conversation is running, the platform analyses the live transcript and looks for the Intents you have configured. As soon as one of them is recognised, and provided the feature is active on that service, the suggestion is displayed automatically without any action from the agent.
You are not limited to a single trigger for each suggestion, so several Intents can lead to the same content and the detection of any one of them will display it. The same flexibility works the other way round, because a single sentence from a customer can match more than one Intent, and several suggestions can therefore appear at the same time.
POWERFUL GUIDANCE, DELIVERED YOUR WAY
Sets that follow your services.
Suggestions are organised into sets that match the way your operation works. Content can be reused across services, ensuring guidance is written once and made available wherever it is relevant.
Guidance that fits the agent reading it.
Visibility is governed by skill thresholds, so that basic material remains available to the agents who need it while disappearing from the screens of your more experienced people.
More than plain text.
Suggestions are created in rich text, which means tables, lists, images and links are all supported, and a link can be configured to open its page automatically as soon as the suggestion appears.
Every language your operation works in.
Translations are managed within the same set, so you add the languages you work in and provide each suggestion with its version in each of them.
Testing and Monitoring
A suggestion set does not need to reach an agent before you can assess it. You can run it against interactions you have already handled, which shows you what would have been displayed and at which point in the conversation it would have appeared. If the timing is wrong or an Intent is too broad, you can adjust it in the same screen and test it again.
Once the set is live, every service using Real-Time Suggestions reports on its own status, so you can see whether it is running, what it is doing, and whether a configuration issue is preventing suggestions from reaching your agents. Real-Time Suggestions can also be paused or switched off on an individual service without affecting the others.
Information Request
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