GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Release Notes
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
Genesys + Kore Voice Automation - Manual Installation Guide
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
ID R&D Integration With Kore
Audit Report

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

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

BUSINESS USERS
Reports
Introduction
Reports List

Unknown Use Case

This is the behavior when the SmartAssist does not understand the user utterance (when the Speech Recognition Engine does not understand the user speech), or it does not match any known use cases (when no use cases are configured for a given intent).

You can configure the Unknown Use Case to prompt the user up to two times and then define the behavior. If the user utterance is still not comprehensible, choose to either end the call/chat or transfer to an agent. This message is available for both Phone and Chat experiences.

Configure Unknown Use Case

To configure Unknown Use Case, follow the below steps:

  1. On the left pane, click Defaults.
  2. On the Defaults page, under the Phone Experiences section, click Unknown Use Case card.
  3. On the Unknown Use Case in Phone window, you can find two Unknown Intents
  4. Click the Edit icon to edit. The response after the 2nd failed attempt is disabled by default, enable the same to add it.
  5. Edit the Final Response to: 
    1. Add the final message played to the user. 
    2. Define the exit behavior by selecting an option from the After that… drop-down list:
      1. End Call  
      2. Transfer to Agent – Here, you can further specify if the user is given the option to switch to a chat agent for faster service by responding yes or holding on the line for a voice agent.
  6. Click Save.

Unknown Use Case

This is the behavior when the SmartAssist does not understand the user utterance (when the Speech Recognition Engine does not understand the user speech), or it does not match any known use cases (when no use cases are configured for a given intent).

You can configure the Unknown Use Case to prompt the user up to two times and then define the behavior. If the user utterance is still not comprehensible, choose to either end the call/chat or transfer to an agent. This message is available for both Phone and Chat experiences.

Configure Unknown Use Case

To configure Unknown Use Case, follow the below steps:

  1. On the left pane, click Defaults.
  2. On the Defaults page, under the Phone Experiences section, click Unknown Use Case card.
  3. On the Unknown Use Case in Phone window, you can find two Unknown Intents
  4. Click the Edit icon to edit. The response after the 2nd failed attempt is disabled by default, enable the same to add it.
  5. Edit the Final Response to: 
    1. Add the final message played to the user. 
    2. Define the exit behavior by selecting an option from the After that… drop-down list:
      1. End Call  
      2. Transfer to Agent – Here, you can further specify if the user is given the option to switch to a chat agent for faster service by responding yes or holding on the line for a voice agent.
  6. Click Save.