Agent Assist configurations

Agent AssistAgent Assist – AI-powered real-time suggestions and summaries for agents during voice conversations, providing context and recommended responses. configurations allow you to define bot instructions, reference knowledge bases and specify confidence thresholdsConfidence Threshold – A configurable setting that determines the minimum confidence level for automated bot decisions or actions. 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. The Create new Agent Assist configuration dialog opens with two steps: Wrap upWrap-up – Post-conversation administrative work performed by an Agent after a customer interaction ends, before the Work Item is closed. and Next Best Action.

2. Enter a Name.

3. On Wrap up, turn on the wrap-up notes you need: Voice wrap-up notes, Chat wrap-up notes and Email wrap-up notes.

   • These allow agents to generate a summary for task notes based on the transcript of the task they are involved with, using the Generate task summary button in wrap-up. Voice summaries are made from the call's recording transcript.
   • Each turned-on channel has an Instructions field. Leave it empty to use the system-defined prompt, which limits the summary to 2 phrases, or write your own to set a different length, or to 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 applicationAgent Application – The Agent facing website of Graia providing the UI elements to consume its feature set..

4. Click Next.

5. On Next Best Action, turn on Next best action for suggested answers during inbound calls and live translated calls:

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

   2. Select a Knowledge BaseKnowledge Base / QnA Bot – A knowledge management system with AI bot capabilities to automatically answer common customer questions. 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 Suggested response to Automatic or Manual. This controls whether suggestions are generated automatically for each new message in each new conversation, or the agent must request them.

   5. Click Add Shortcut to 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.

6. Click Create to save your configuration. Agent Assist configuration successfully created! confirms it, and the configuration opens next to the list.

An agent assist configuration must be assigned to an agent workspaceAgent Workspace – Agent Workspaces control the Script that gets executed for the agents during conversations. It also designates additional properties, like Hold music, Completion Codes, Wrap-up timers, etc., on its Details tab, to enable the features for a given queue, or agent group.

Test the summary prompt

You can test the wrap-up summary once the configuration is created, without making new tasks through the agent application.

1. In Historical Reports › Tasks, find a task of the media type you want to test and click the first icon on its row to copy its work itemWork Item – Synonymous to Tasks. Work Items are voice, chat based or email tasks the agents process in the Graia Application. ID.

2. Open your Agent Assist configuration and click Test Conversation SummaryConversation Summary – An AI-generated automatic summary of key discussion points and decisions made during a Conversation. under the matching wrap-up notes section.

3. Paste the ID into Work item ID and click Test Conversation. The summary appears in the dialog.

4. Adjust the Instructions and test again until you're happy, then click Save.

If the test answers No transcript found for this task., the task has no transcript to summarize – for voice, check that the call was recorded and a recording transcription profile applies.