GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Release Notes
Current Version
Recent Updates
Previous Versions
Frequently Asked Questions (FAQ)

EXPERIENCE DESIGNERS
Flow Designer
Introduction
Create Experience Flows
Navigate the Flow Designer
Experience Flow Nodes
Introduction
Node Types
IVR Menu
IVR Digit Input
Conversational Input
Split
Check Agent Availability
Check Business Hours
Message Prompt
Run Automation
Agent Transfer
Connect to API
Go to Flow
Deflect to Chat
Script Task
Set Queue
End Flow
Waiting Experience
Conversation Automation
Testing Widget
Use Cases
Overview
Questions & Answers
Conversations

ADMINISTRATORS
Account Management
Switch Account
Invite Developers to an Account
Routing
Skills
Skill Groups
Queues
Hours of Operation
Default Flows
User Management
Users
Agent Groups
Agent Settings
Role Management
Agent Status
System Setup
Channels
Voice
Chat
Email
Limitations With Accounts Using AudioCodes
Agent Transfer
Surveys
Agent Forms
Dispositions
Language & Speech
Overview
Language Management
Voice Preferences
Hold Audio
Standard Responses
Handling Sensitive Data
Widgets
Utils
AgentAssist Settings
SearchAssist
Advanced Settings
Co-Browse Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Sensitive Data Masking
API Reference
API Setup
API List
Integrations
Genesys Voice Bot
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
Audit Report

AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard

SUPERVISORS
Dashboard
Automation
Queues and Agents
Interactions
Intelligence
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout

BUSINESS USERS
Reports
Introduction
Reports List

Overview

SmartAssist lets you configure Q&A and Conversations use cases, and customize chat and call experiences for each such use case.

Use Cases are fundamental building blocks for SmartAssist. A use case is defined as the user intent that must be addressed by the application.

The first step in setting up your SmartAssist is to identify and define various Use Cases that you want to support. Use Cases can be configured for simple tasks like asking for directions to your business or for more advanced activities like asking for an order’s status or initiating refunds. You can set up a potential user intent and define the interaction between the user and SmartAssist.

Benefits

  • Easy categorization of questions and responses for chats and calls.
  • Inclusion of multiple variants of Q&As and their utterances.
  • Add more utterances to the existing list based on actual customer interactions.
  • Customize call and chat experience flows to accelerate positive interactions.

Use Case Design Recommendations

Every use case must be built to help specific audiences navigate well-defined steps that solve a clear intent. Here are three recommendations for successfully creating use cases:

  1. Determine your stakeholders and understand their needs. Some example stakeholders are experience designers, administrators, agents, supervisors, or business users. Carefully consider the needs of end-customers reaching the contact center, as you will be building use cases to handle their interactions with your organization.
  2. Define potential customer intents (inquiries) and think about how these would translate into either a Q&A format or a conversation. Clearly describe each step and create a flow chart of the various conversation flows. If possible, explore several potential scenarios, options, or versions of the same Q&A, Conversation or both.
  3. Find a balance in terms of stakeholder requirements and decide what intent scenarios should be implemented and how. Get further implementation guidance by exploring our documentation for each type of use case.

Types of Use Cases

Use Cases are classified into two types:

Get started creating Use Cases by going to SmartAssist > Configuration > Experiences > Use Cases.

Overview

SmartAssist lets you configure Q&A and Conversations use cases, and customize chat and call experiences for each such use case.

Use Cases are fundamental building blocks for SmartAssist. A use case is defined as the user intent that must be addressed by the application.

The first step in setting up your SmartAssist is to identify and define various Use Cases that you want to support. Use Cases can be configured for simple tasks like asking for directions to your business or for more advanced activities like asking for an order’s status or initiating refunds. You can set up a potential user intent and define the interaction between the user and SmartAssist.

Benefits

  • Easy categorization of questions and responses for chats and calls.
  • Inclusion of multiple variants of Q&As and their utterances.
  • Add more utterances to the existing list based on actual customer interactions.
  • Customize call and chat experience flows to accelerate positive interactions.

Use Case Design Recommendations

Every use case must be built to help specific audiences navigate well-defined steps that solve a clear intent. Here are three recommendations for successfully creating use cases:

  1. Determine your stakeholders and understand their needs. Some example stakeholders are experience designers, administrators, agents, supervisors, or business users. Carefully consider the needs of end-customers reaching the contact center, as you will be building use cases to handle their interactions with your organization.
  2. Define potential customer intents (inquiries) and think about how these would translate into either a Q&A format or a conversation. Clearly describe each step and create a flow chart of the various conversation flows. If possible, explore several potential scenarios, options, or versions of the same Q&A, Conversation or both.
  3. Find a balance in terms of stakeholder requirements and decide what intent scenarios should be implemented and how. Get further implementation guidance by exploring our documentation for each type of use case.

Types of Use Cases

Use Cases are classified into two types:

Get started creating Use Cases by going to SmartAssist > Configuration > Experiences > Use Cases.