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 General > Agent Assist menu and click the +Create button. A new configuration panel will appear.

  2. Enter a Name.

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

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

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

  6. Click Create to save your configuration.

Note

Agent Assist is currently used by features like Live Translation to enhance response accuracy and relevance based on your configuration.

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. Create a new Agent Assist or edit an existing one.

  2. In the details panel, click Add Shortcut and type a short, straightforward Label for it. Make sure it is unambiguous and clearly represent the intent for the given situation, e.g. "Wait".

  3. Express the AI Instructions for the system. As usual this should honour the AI instruction best practices and should guide the system to be helpful, professional, etc. in its phrasings. Detail any specific business context your agent workload demands.

  4. Save or Create the Agent Assist.