Agent Assist configurations

Agent Assist configurations allow you to define bot instructions, reference knowledge bases and specify confidence thresholds for AI-driven support in the agent workload.

Create a new Agent Assist configuration

To create an Agent Assist configuration:

  1. Navigate to the admin portal's AI Administration > Agent Assist menu and click the +Create button. A new configuration panel will appear.

  2. Enter a Name.

  3. Enable the agent assist features:

  • Wrap up notes for chat, email and voice. These allow agents to generate a summary for task notes based on the transcript of the task they are involved with. You may customize the prompt sent to the LLM that summarizes the conversation to be able to set a different length than the system-defined prompt, which by default limits the summary to 2 phrases. You may also instruct the AI to include parts of the conversations or specific keywords. Ensure the summary is less than 750 characters as that is the limit for the task notes in the agent application.

  • Next best action (This feature is currently available for call translation)

    1. Write bot Instructions in the next best action tab to guide the agent assist behavior. Follow our guidelines to get the best possible quality out of the instruction.

    2. Select a knowledge base from the dropdown list to provide business specific data for generating more accurate answers.

    3. Set the confidence threshold using the slider. This defines the minimum acceptable confidence for a response.

    4. Set the suggested response mode. This allows controlling if suggestions should be automatically generated for each new message in each new conversation or the agent must manually request generataion for each new conversation.

    5. Add shortcuts. In live translated conversations the Agent Assist Shortcuts offer the ability for agents to trigger the system to utter frequently used phrases by a single click. Situations such as "wait", "provide more information", "apologies", etc. are typical examples. Shortcuts require AI instructions to guide the system to generate the desired message for the given situation.

  1. Click Create to save your configuration.

An agent assist configuration must be assigned to an agent workspace to enable the features for a given queue, or agent group.