GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
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Release Notes
Current Version
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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

Intelligent Agent Tools (Beta)

The Intelligent Agent Tools feature helps enrich end-user conversational experiences by integrating pre-trained OpenAI or Azure OpenAI language models in the backend. If enabled, agents can use the AI-enhanced compose text box to create customized responses to address customer inquiries, concerns, or issues.

You can find Intelligent Agent Tools by going to CONFIGURATION > Advanced Settings > Intelligent Agent Tools.

Integration setup

The intelligent Agent Tools feature is available by integrating with OpenAI directly or via Microsoft Azure.

Note: We recommend the Azure integration because the Azure OpenAI Service is more reliable and provides REST API access to OpenAI’s language models.

Enable OpenAI Integration:

Prerequisites:

Before enabling the OpenAI integration, complete the following prerequisites:

  • If you already have OpenAI account credentials, then enter them.  Otherwise, create a developer account in the OpenAI and note down login credentials. Use the OpenAI Documentation for more information.
  • Copy the API Key of your OpenAI account and keep it for future use to enable the integration.

Steps to enable the OpenAI integration:

  1. Click Intelligent Agent Tools and enable the feature.
  2. Select the OpenAI option for integration.
  3. Enter the secret API Key of your OpenAI service, which you copied earlier.

    Note: SmartAssist uses the configured API Key to authorize and generate the suggestions from OpenAI.

  4. Choose the options that will be available to the agents while composing responses.
  5. Click Save. The Advanced Settings updated successfully pop-up is displayed.

Enable Azure OpenAI Integration:

Prerequisites:

Before enabling the Azure OpenAI action, complete the following prerequisites:

  • If you don’t have Azure OpenAI account credentials, create a developer account in Azure OpenAI and note down login credentials. Use the Azure OpenAI Service Documentation for more information.
  • Copy the Sub Domain, Deployment ID, and API Key values and keep them for future use to enable the integration.

Steps to enable the Azure OpenAI integration:

  1. Click Intelligent Agent Tools and enable the feature.
  2. Select the Azure OpenAI option for integration.
  3. Enter the following details:
    1. Sub Domain – The domain name of the Azure OpenAI service, which you copied earlier.
    2. Deployment ID – The deployment ID/model name of the Azure OpenAI service, which you copied earlier.

      Note: You can enter the deployment ID for ChatGPT-3 or ChatGPT-3.5 model to configure the GPT model for the Azure Open AI integration.

    3. API Key – The secret API key of your Azure OpenAI service, which you copied earlier.

      Note: SmartAssist uses the configured API Key to authorize and generate the suggestions from Azure OpenAI.

  4. Choose the options that will be available to the agents while composing responses.
  5. Click Save. The Advanced Settings updated successfully pop-up is displayed.

Intelligent Agent Tools (Beta)

The Intelligent Agent Tools feature helps enrich end-user conversational experiences by integrating pre-trained OpenAI or Azure OpenAI language models in the backend. If enabled, agents can use the AI-enhanced compose text box to create customized responses to address customer inquiries, concerns, or issues.

You can find Intelligent Agent Tools by going to CONFIGURATION > Advanced Settings > Intelligent Agent Tools.

Integration setup

The intelligent Agent Tools feature is available by integrating with OpenAI directly or via Microsoft Azure.

Note: We recommend the Azure integration because the Azure OpenAI Service is more reliable and provides REST API access to OpenAI’s language models.

Enable OpenAI Integration:

Prerequisites:

Before enabling the OpenAI integration, complete the following prerequisites:

  • If you already have OpenAI account credentials, then enter them.  Otherwise, create a developer account in the OpenAI and note down login credentials. Use the OpenAI Documentation for more information.
  • Copy the API Key of your OpenAI account and keep it for future use to enable the integration.

Steps to enable the OpenAI integration:

  1. Click Intelligent Agent Tools and enable the feature.
  2. Select the OpenAI option for integration.
  3. Enter the secret API Key of your OpenAI service, which you copied earlier.

    Note: SmartAssist uses the configured API Key to authorize and generate the suggestions from OpenAI.

  4. Choose the options that will be available to the agents while composing responses.
  5. Click Save. The Advanced Settings updated successfully pop-up is displayed.

Enable Azure OpenAI Integration:

Prerequisites:

Before enabling the Azure OpenAI action, complete the following prerequisites:

  • If you don’t have Azure OpenAI account credentials, create a developer account in Azure OpenAI and note down login credentials. Use the Azure OpenAI Service Documentation for more information.
  • Copy the Sub Domain, Deployment ID, and API Key values and keep them for future use to enable the integration.

Steps to enable the Azure OpenAI integration:

  1. Click Intelligent Agent Tools and enable the feature.
  2. Select the Azure OpenAI option for integration.
  3. Enter the following details:
    1. Sub Domain – The domain name of the Azure OpenAI service, which you copied earlier.
    2. Deployment ID – The deployment ID/model name of the Azure OpenAI service, which you copied earlier.

      Note: You can enter the deployment ID for ChatGPT-3 or ChatGPT-3.5 model to configure the GPT model for the Azure Open AI integration.

    3. API Key – The secret API key of your Azure OpenAI service, which you copied earlier.

      Note: SmartAssist uses the configured API Key to authorize and generate the suggestions from Azure OpenAI.

  4. Choose the options that will be available to the agents while composing responses.
  5. Click Save. The Advanced Settings updated successfully pop-up is displayed.