Minor Release
Learn about the new features and enhancements included in v2.1 (Beta) of the AgentAssist application, released on November 12th, 2022.
AgentAssist has been re-engineered to improve functionality while keeping it flexible and intuitive for agents. With the new release, agents will be able to access the new features via the different widget tabs as explained in the sections below.
AgentAssist Tabs
The AgentAssist widget consists of four tabs, Assist, Library, My Bot, and Transcript, to help the agents perform different tasks and activities. The Assist tab helps the agent to run automation and FAQs. The Library tab contains the automation configured for the account. My Bot tab allows the agent to run automation directly (with agents entering the entities) the bot. The Transcript tab is used during voice calls.
AgentAssist tabs:
Features
Bot Override
- Allows agents to correct the bot automation.
- If the bot cannot understand the user’s utterance, the agent can intervene to correct the entity.
After the intent is identified, you can start the automation that the bot suggests. During the execution of automation, there might be an occurrence where the bot does not understand the customer inputs, which would lead to a “Try Again” error.
If the error occurs multiple times, the agent (being aware of the input format) can intervene to correct the input.
Terminate Automation
The terminate automation option allows you to stop ongoing automation anytime.
There can be multiple reasons to use terminate:
- Accidental automation clicks
- Unexpected behavior
- Customer doesn’t want to proceed with the intent anymore
Search or Ask AgentAssist
- The search function allows agents to search for FAQs or automations directly from the bot.
Agents can identify automation behind an intent by asking the bot using the search bar. In addition to being easily accessible, the search bar lets you look up information concurrently with a customer conversation.
The search bar is placed at the bottom of the AgentAssist widget and is easily accessible to agents.
Run Automation with Agent Inputs or My Bot
There are two ways to perform automation:
- Customer Inputs
- Agent Inputs (Bot override)
Automation with the customer inputs feature introduces the capability where agents give the inputs to the bot allowing the agents to have control of the entire automation process. The agents can run this automation in parallel and provide the customer with the final results.
Library of Automation
- A go-to place for agents to look for dialogues
The library contains all the automation along with a search bar. Over time, agents become familiar with the types of queries users ask. Agents can run automation directly from the library section.