Agent Assist

Agent Assist enables agents to access real-time voice transcription and real-time knowledge base and FAQ suggestions. Agents can read or paraphrase them on a voice call.

Basic set up

To enable Agent Assist, allow the following privilege in the interaction-workspace section of the agent or agent group annex: privilege.agent-assist.can-use

Use the agent-assist-athena.service-url to specify the URL of the Athena service to access the Agent Assist API. Note, this option does not support multi-region deployments.

To enable the agent to use the Agent Assist Suggestion view in the Agent Assist tab, set the value of the agent-assist.suggestion.enable option to true.

To enable the agent to use the Agent Assist voice call transcript feature, set the value of the agent-assist.voice-transcript.enable option to true.

If you want your agents to access Smart Replies while on a call, set the value of the agent-assist.voice-transcript.smart-reply.enable option to true. Agent Assist follows conversations between agents and contacts and calculates responses based on your conversation data.

Confidence and feedback

Agent Assist FAQ and Knowledge Article suggestions have an associated confidence value. Confidence values are assigned by Agent Assist based on your training data and, if enabled, agent feedback. You can specify whether or not the confidence value for each FAQ or Article is displayed to agents. You can also specify whether or not agents can provide feedback to fine-tune Agent Assist's confidence.

FAQ confidence and feedback

• agent-assist.confidence.faq.enable: Specifies whether the confidence percentage for FAQ suggestions is displayed in the Suggestion view of the Agent Assist tab.
• agent-assist.confidence.faq.threshold.high: Specifies the high threshold, in percentage, to display the high confidence color (green) for FAQ suggestions. The value must be greater than the value specified for the agent-assist.confidence.faq.threshold.low option. Percentage values between high and low are colored yellow.
• agent-assist.confidence.faq.threshold.low: Specifies the low threshold, in percentage, to display the low confidence color (red) for FAQ suggestions. The value must be less than the value specified for the agent-assist.confidence.faq.threshold.high option. Percentage values between high and low are colored yellow.
• agent-assist.feedback.faq.enable: Specifies whether the thumbs-up and thumbs-down feedback buttons are displayed for each suggestion in the Suggestion view of the Agent Assist tab.

Knowledge article confidence and feedback

agent-assist.confidence.article.enable

• Category: Agent Assist Athena
• Display Name: Enable Confidence (Article)
• Description: Specifies whether or not to show the confidence percentage for article suggestions.
• Valid Description: true, false.
• Default: true

agent-assist.confidence.article.threshold.low

• Category: Agent Assist Athena
• Display Name: Low Threshold for Confidence Color
• Description: Low threshold in percentage to specify the confidence color for article suggestions (red < yellow). It must be less than the option 'agent-assist.confidence.article.threshold.high'.
• Valid Description: An integer value between 0 and 100.
• Default: 50

agent-assist.confidence.article.threshold.high

• Category: Agent Assist Athena
• Display Name: High Threshold for Confidence Color
• Description: High threshold in percentage to specify the confidence color for article suggestions (yellow < green). It must be more than the option 'agent-assist.confidence.article.threshold.low'.
• Valid Description: An integer value between 0 and 100.
• Default: 80

agent-assist.feedback.article.enable

• Category: Agent Assist Athena
• Display Name: Enable Feedback Buttons (Article)
• Description: Specifies whether or not to show the feedback buttons for article suggestions.
• Valid Description: true, false.
• Default: true

Smart reply confidence

agent-assist.confidence.smart-reply.enable

• Category: Agent Assist Athena
• Display Name: Enable Confidence (Smart Replies)
• Description: Specifies whether or not to show the confidence percentage for smart replies in the tooltip.
• Valid Description: true, false.
• Default: true

Activation order

To manage the display and activation order of the Agent Assist tab in the Agent Workspace UI, configure the following options:

• views.CaseSideRegion.activate-order
• views.CaseSideRegion.order