Set up and test Agent Assist

When this is done, agents get two kinds of AI help:

• Suggested answers during calls, based on your knowledge baseKnowledge Base / QnA Bot – A knowledge management system with AI bot capabilities to automatically answer common customer questions. and what the customer says.
• Wrap-upWrap-up – Post-conversation administrative work performed by an Agent after a customer interaction ends, before the Work Item is closed. notes: when the conversation ends, the AI writes a short summary for the task notes, so supervisors can see what each conversation was about.

Agent Assist configuration (instructions, knowledge base, wrap-up notes)
  → assigned to an agent workspace
  → the workspace is assigned to a queue
  → conversations from that queue get suggestions during the call
    and an AI summary in wrap-up
  → the summary is stored as the task's notes, visible in Task History

It takes about 30 minutes. Roles involved: Administrator (Part 1), Agent (Part 2), Supervisor (Part 3).

Not available on every tenant

Agent AssistAgent Assist – AI-powered real-time suggestions and summaries for agents during voice conversations, providing context and recommended responses. features, and the live call transcription that suggestions during calls rely on, may not be turned on for your tenant. If AI Administration › Agent Assist is missing, or no provider is offered for Call Transcription in a language profileLanguage Profile – A setting that names the language of a customer or an agent and the AI providers used for it (speech-to-text, text-to-speech, translation)., contact your Graia account manager.

Before you start

What	Who	Where
Access to AI Administration and Agents › Agent Workspaces	Administrator	Roles
A knowledge base with your answers – for suggestions	Administrator	Create a new knowledge base
A workflow with a queue, and agents who can take its conversations	Administrator	Build your first voice workflow
Voice summaries: calls are recorded – including the customer side, which Graia sets for your tenant – and the language is supported for recording transcription	Administrator	Business unit settings, Recording transcription languages
A phone to call from, and an agent who can log in	Tester	–

Part 1 – Set it up (Administrator)

1. Create the Agent Assist configuration

1. Go to AI Administration › Agent Assist and click Create.
2. Enter a Name, for example Support assist.
3. Turn on Voice wrap-up notes, Chat wrap-up notes and Email wrap-up notes for the channels you need. Leave Instructions empty for now to use the system's summary prompt, which keeps it to about two sentences.
4. Click Next.
5. Turn on Next best action. Enter Instructions for the suggestions, for example Suggest short, polite answers about returns, refunds and delivery, based only on the knowledge base.
6. Choose the Knowledge Base, set the Confidence thresholdConfidence Threshold – A configurable setting that determines the minimum confidence level for automated bot decisions or actions., and set Suggested response to Automatic (a suggestion for every customer message) or Manual (the agent asks for one).
7. Optionally, click Add Shortcut for phrases agents use often in translated calls, such as Wait or Apologies.
8. Click Create.

Expected result: Agent Assist configuration successfully created! The configuration opens next to the list, with a Test Conversation SummaryConversation Summary – An AI-generated automatic summary of key discussion points and decisions made during a Conversation. button under each wrap-up notes section you turned on.

See Agent Assist configurations and Controlling AI processes.

2. Test the summary on a past conversation

You can try the summary on a conversation that already happened, without a new test call.

1. Go to Historical Reports › Tasks, set Media type, find a handled task, and click its first icon to copy the work itemWork Item – Synonymous to Tasks. Work Items are voice, chat based or email tasks the agents process in the Graia Application. ID.
2. Back in your Agent Assist configuration, click Test Conversation Summary under the matching channel.
3. Paste the ID into Work item ID and click Test Conversation.
4. If the summary is too short, too long or misses something, write your own Instructions for that channel and test again. Keep the summary under 750 characters – the limit for task notes.
5. Click Save.

Expected result: a summary of that conversation. No transcript found for this task means the call has no transcript to summarize – see step 5.

3. Assign the configuration to the agents' workspace

Agent Assist works through the 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. that a queue uses.

1. Go to Agents › Agent Workspaces and open the workspace of the queue – or click Create, enter a Name and choose a Business unitBusiness Unit – A label assigned to channels, agents, customers and agent workspaces to split one tenant into separate groups..
2. On the Details tab, choose your configuration in Agent Assist.
3. Optionally, turn on Disable task notes editing, so the AI summary is the only note.
4. Click Save (or Create for a new workspace).
5. If the workspace is new, open the workflow, and choose it in the Agent workspace field of the Queue node. Save the workflow.

Expected result: Agent workspace successfully created! or the changes are saved, and the queue uses the workspace.

See The agent workspace.

4. Voice: turn on call transcription for the agents

Suggestions during a call are based on a live transcript, so the call has to be transcribed.

1. Go to AI Administration › Language Profiles, Agent tab, and click Create agent language profile.
2. Enter a name, choose the agents' Language, and click Next.
3. Select Call Transcription, choose a Speech To TextSTT (Speech-to-Text) – A technology that converts spoken audio into written text, used in voice conversations for transcription, bot interaction and translation. Provider, and click Create.
4. Go to Agents › Agents, open each agent, and choose the profile in Language profile for live translationLive Translation – Real-time bidirectional voice translation between a customer and agent, enabling multilingual conversations.. The agent's Spoken languages must include the profile's language. Click Save.

Expected result: the profile is listed with the call transcription icon, and the agents have it.

See Call transcription.

5. Voice: make sure calls get a recording transcript

Voice summaries are made from the call's recording transcript.

1. Check that calls are recorded: Recording default behaviour is Record in Administration › Configuration › Voice – or in the business unit's Details, if it overrides the tenant setting. Which side of the call is recorded is set for your tenant by Graia; the customer side must be included – check with your Graia account manager.
2. Create a customer language profile with the Recording Transcription feature, and choose it in Default Recording Transcription on the same Voice tab – or set it per workflow path with Set customer language.

Expected result: new calls have a recording transcript – check one in Historical Reports › Conversations (eye icon, Recording transcript). Transcripts can take up to 30 minutes.

See Recording transcription and Default language profile for recording transcription.

Part 2 – Use it (Agent)

6. Use a suggested answer during a call

1. Log in to the Agent applicationAgent Application – The Agent facing website of Graia providing the UI elements to consume its feature set. as an agent with the queue's attribute, and set your state to Available.
2. Call the channel's number from the test phone, answer the call as the agent, and ask a question that's in the knowledge base.
3. Look at the bottom of the voice task area. With Manual suggestions, ask for one first.
4. Read the suggested answer to the customer. Click Edit to change it first, or the X to dismiss it.

Expected result: a suggestion based on the knowledge base article appears while you talk. In a translated call, clicking the suggestion says it to the customer in their language.

See Suggested answers.

7. Wrap up with an AI note

1. End the call (or close the chat or email). The task goes into wrap-up.
2. Click Generate task summary. The AI summarizes the call, chat or email transcript and adds the summary to the task notes.
3. Read the note and correct it if needed – unless notes editing is disabled. Notes are limited to 750 characters.
4. Choose a completion code and close the task.

Expected result: the note summarizes the conversation in a few sentences.

See Wrap up state.

Part 3 – Read the notes (Supervisor)

8. Check the notes in Task History

1. In the portal, go to Historical Reports › Tasks and find the test task.
2. Read the note on the task's row. Tasks without a note say No notes added.

Expected result: the AI summary is shown on the task's row as its note. It's also in the WI Notes column when you export the report.

See Task history.

Check that it works

#	Do this	You should see
1	Run Test Conversation Summary on a past task	A short summary of that conversation
2	Open the queue's agent workspace	Your configuration in Agent Assist
3	Ask a knowledge base question in a call	A suggested answer at the bottom of the voice task area
4	Click Generate task summary in wrap-up	An AI summary in the task's notes
5	Open Historical Reports › Tasks	The summary as the task's note

If it doesn't work

Symptom	Likely cause	Fix
No transcript found for this task in the summary test, or no voice summary	The call has no recording transcript	Step 5 – and wait up to 30 minutes after the call
No suggestions during a call	The queue's workspace has no Agent Assist, Next best action is off, or the agent has no profile with Call Transcription	Steps 1, 3 and 4
Suggestions are off-topic or empty	The knowledge base doesn't cover the question, or the confidence threshold is too high	Add articles, or lower the threshold
Agents don't see Generate task summary	The workspace has no Agent Assist, or wrap-up notes are off for that channel	Steps 1 and 3
The summary is cut off	Longer than 750 characters	Step 2 – ask for a shorter summary in Instructions
Agents can't type notes	Disable task notes editing is on	Working as designed – turn it off in the workspace if agents should edit

Related

• Agent Assist configurations
• Knowledge bases
• The agent workspace
• Language profiles
• Handling inbound calls: Agent Assist (Agent)
• Task history