GETTING STARTED
Introduction to AgentAssist
Architecture and Configuration
Glossary
FAQ
Release Notes
Recent Updates
Previous Versions

SET UP AgentAssist
AgentAssist Setup Guide
Sign Up for AgentAssist
Conversation Automation
Automations Board
Create a Bot
Add Multiple Bots
Create Use Cases
Overview
FAQs Setup
Create Dialog Tasks
Welcome Events
LLM and Generative AI
SearchAssist
Agent Coaching
Playbook
Customizing the AgentAssist Widget
Configure Auto Summarization with Custom Dialog Tasks
Feedback Settings
Widget Theming (Layout Customization)

INTEGRATIONS
AgentAssist Integration with Third-Party Applications
Amazon Connect
Amazon Connect with AgentAssist Voice Installation Guide
Amazon Connect with AgentAssist Chat Using Custom CCP
Amazon Connect with AgentAssist – Voice via AWS Third Party Applications
Channels
Voice
Configure Voice Channel
Configure Speech Recognition
Chat
SmartAssist
Configure AgentAssist
Demos
Voice Demo
Chat Demo
Salesforce
OmniChannel
Omni-Channel Configuration - Chat
AgentAssist Configuration - Chat
Genesys CTI
AgentAssist Voice Integration
NICE-CTI
AgentAssist Voice and Chat
AgentAssist Chat
Demos
Voice Demo
Chat Demo
Zendesk
Set up AgentAssist for Zendesk
Genesys
AgentAssist Integration with Genesys - Manual Setup Instructions
Agent AI Integration with Genesys Cloud CX
Set Up AgentAssist for Genesys
Change AgentAssist Bot in Genesys
Integrate Kore.ai Bot on Genesys Cloud CX Messaging
NICE MAX Desktop
Talkdesk
Twilio

AGENT EXPERIENCE
AgentAssist Widget
Bot Override and Automations

ANALYTICS
Conversation Logs
Dashboard
Agent AI ROI Analyzer (Beta)
APIs
Raw Data API v1
Raw Data API v2
Conversation Summary Trigger

FAQ Setup

Questions & Answers

Questions & Answers (Q&A) are used in scenarios where user queries are answered by a single response over Voice and/or Chat. They configure simple queries like business working hours or contact details. The behavior is defined differently for voice and text modes. You can configure frequently asked questions and answers and AgentAssist behavior over phone and chat channels.

Q&A Properties

  • UseCase Name Use Case Name or the Primary Question is the question that customers typically use for their queries. For example, a customer looking for directions to a given outlet would ask – How do I get to your outlet in South Beach?
  • Alternate Utterances – You can improve matching the user’s intent with the use case by adding alternate utterances like – Where is your South Beach outlet? 
  • Experiences – Experience is the response that customers receive. It is configured differently based on the interface used to reach an AgentAssist-hosted contact center – Voice and/or Chat.
  • Chat Experience – This is the experience a customer receives when they reach AgentAssist over a chat medium such as a widget hosted on a website.

Q&A – Live Board

The fields displayed in the table view are as follows:

Field Description
Use Case The name of the use case.
Category The question category for the given use case.
Calls/Chats Displays the configure button to define the call and chat experience responses for Q&A.
Status Displays the status ‘Published’ if the Q&A has been published otherwise displays ‘In Development.’
Action icon and menu Click the ellipsis in each row to view the action menu. The Delete’ icon deletes the Q&A entry.

Add New Q&A Use Case

If you want to configure the responses under call and chat experiences for a new Questions & Answers use case, follow these steps:

  1. Navigate to Configuration and click the Use Cases in the left menu bar.
  2. On the Use Cases page, Superflow is the Default Automation Bot, and the Questions & Answers tab is selected by default. 

  1. Click the + New Use Case button.
  2. The New Use Case panel is displayed, and the tab General Setup is selected by default.
  3. Enter Use Case Name, select Category, and enter user Utterances and press the enter key. 
  4. Click Save to save the Use Case.
    Note: In the Category field, enter a category or select a category from the list. This helps you organize the Q&As for easy management.
  5. Click + Add Another to add new utterances or search and add existing Utterances.

Note: If you want to delete any utterance, click the Delete icon provided next to the utterance.

Configure Questions & Answers

After you add use cases, you can complete the configuration under Call Experience and Chat Experience tabs (see the preceding image) or save the use case and click Configure in the Calls and Chats columns.

To configure a Q&A, perform the following steps:

  1. On the Use Cases page, under the Questions & Answers tab, you can find the list of questions added.
  2. For Call Experience, click the Configure link under the Call Experience column and enter the Response that users hear during a call.

  1. Click + Add Another if you want to add one more response.
  2. Click Save.
  3. For Chat Experience, click the Configure link under the Chat Experience column and enter the Response the user receives over the chat interfaces

  1. Click + Add Another if you want to add one more response.
  2. Click Save once Use Case is successfully updated.

Note: For Call Experience or Chat Experience, at least one response is mandatory. If more than one response is available, the Delete icon is enabled. You can delete a response if required. The system randomly selects the response to be displayed to the user.

Manage Utterances and Category

To manage the Utterances and Category, perform the following steps:

  1. The number of utterances available for a Q&A entry is displayed under Alternate Utterances (see the following image).

  1. To add an alternative new utterance, click the + Add Another button.
  2. Click Save. The utterance gets added to the Q & A.
  3. You can search and delete the utterances using the Delete icon available for the Utterances.
  4. Using the Category drop-down, you can update the category.

Additional Features

 In the Q&As list view page, you can perform more actions:

  1. Use the Group by drop-down to arrange questions into groups based on Category or Status (In Development/Published). 
  2. Use the Search option to use matching words and search for a specific question.
  3. Click any Question to modify the settings.
  4. If you want to delete the question, click the more (vertical ellipsis) icon for the Delete option.

FAQ Setup

Questions & Answers

Questions & Answers (Q&A) are used in scenarios where user queries are answered by a single response over Voice and/or Chat. They configure simple queries like business working hours or contact details. The behavior is defined differently for voice and text modes. You can configure frequently asked questions and answers and AgentAssist behavior over phone and chat channels.

Q&A Properties

  • UseCase Name Use Case Name or the Primary Question is the question that customers typically use for their queries. For example, a customer looking for directions to a given outlet would ask – How do I get to your outlet in South Beach?
  • Alternate Utterances – You can improve matching the user’s intent with the use case by adding alternate utterances like – Where is your South Beach outlet? 
  • Experiences – Experience is the response that customers receive. It is configured differently based on the interface used to reach an AgentAssist-hosted contact center – Voice and/or Chat.
  • Chat Experience – This is the experience a customer receives when they reach AgentAssist over a chat medium such as a widget hosted on a website.

Q&A – Live Board

The fields displayed in the table view are as follows:

Field Description
Use Case The name of the use case.
Category The question category for the given use case.
Calls/Chats Displays the configure button to define the call and chat experience responses for Q&A.
Status Displays the status ‘Published’ if the Q&A has been published otherwise displays ‘In Development.’
Action icon and menu Click the ellipsis in each row to view the action menu. The Delete’ icon deletes the Q&A entry.

Add New Q&A Use Case

If you want to configure the responses under call and chat experiences for a new Questions & Answers use case, follow these steps:

  1. Navigate to Configuration and click the Use Cases in the left menu bar.
  2. On the Use Cases page, Superflow is the Default Automation Bot, and the Questions & Answers tab is selected by default. 

  1. Click the + New Use Case button.
  2. The New Use Case panel is displayed, and the tab General Setup is selected by default.
  3. Enter Use Case Name, select Category, and enter user Utterances and press the enter key. 
  4. Click Save to save the Use Case.
    Note: In the Category field, enter a category or select a category from the list. This helps you organize the Q&As for easy management.
  5. Click + Add Another to add new utterances or search and add existing Utterances.

Note: If you want to delete any utterance, click the Delete icon provided next to the utterance.

Configure Questions & Answers

After you add use cases, you can complete the configuration under Call Experience and Chat Experience tabs (see the preceding image) or save the use case and click Configure in the Calls and Chats columns.

To configure a Q&A, perform the following steps:

  1. On the Use Cases page, under the Questions & Answers tab, you can find the list of questions added.
  2. For Call Experience, click the Configure link under the Call Experience column and enter the Response that users hear during a call.

  1. Click + Add Another if you want to add one more response.
  2. Click Save.
  3. For Chat Experience, click the Configure link under the Chat Experience column and enter the Response the user receives over the chat interfaces

  1. Click + Add Another if you want to add one more response.
  2. Click Save once Use Case is successfully updated.

Note: For Call Experience or Chat Experience, at least one response is mandatory. If more than one response is available, the Delete icon is enabled. You can delete a response if required. The system randomly selects the response to be displayed to the user.

Manage Utterances and Category

To manage the Utterances and Category, perform the following steps:

  1. The number of utterances available for a Q&A entry is displayed under Alternate Utterances (see the following image).

  1. To add an alternative new utterance, click the + Add Another button.
  2. Click Save. The utterance gets added to the Q & A.
  3. You can search and delete the utterances using the Delete icon available for the Utterances.
  4. Using the Category drop-down, you can update the category.

Additional Features

 In the Q&As list view page, you can perform more actions:

  1. Use the Group by drop-down to arrange questions into groups based on Category or Status (In Development/Published). 
  2. Use the Search option to use matching words and search for a specific question.
  3. Click any Question to modify the settings.
  4. If you want to delete the question, click the more (vertical ellipsis) icon for the Delete option.