Empower your live agents during their interactions with AI or Artificial Intelligence. Agent Assist automatically learns from past interactions and provides real-time recommendations of responses to agents, enabling them to provide pertinent information and letting them focus on efficiently serving their customers.
Agents are provided with the options to use AI-powered Smart Reply and FAQ-Assist. Built using Google’s best-in-class Google CC AI natural language understanding, Smart Reply automatically suggests a reply to the agent based on past conversation datasets whereas FAQ-Assist suggests preconfigured answers based on the uploaded datasets and context of the conversation. Agent Assist will work only in the messaging view of Routing Mode for channels like Engage Messaging, Messenger, WhatsApp, etc.
Customers interested in using this feature will need their own Google Cloud Storage and Google Cloud Project with Agent Assist enabled. Customers will pay Google directly based on pricing per conversation.
Please note that this is currently only available in English and support for Canadian French is coming soon. More languages will be supported in future releases.
Agent Assist is currently in beta, please contact your account manager if you wish to participate in beta testing.