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Agent Assist includes multiple features to help your human agents respond to end-users in real time during a conversation. Suggestions are suited to your individual company needs since they are based on your own provided data (through uploaded profiles). Agent Assist can be used with both Voice and Chat conversations.
Agent Assist for Voice
Overview
Agent Assist for Voice includes the following features:
Smart Reply: Automatically display potential replies to your human agents in real-time during a conversation.
Knowledge Assist: Provides appropriate document suggestions to the human agent. The agent can examine suggestions and make a decision about which documents to read or to share with the end-user.
The Knowledge Base for Knowledge Assist is set up in the Google Agent Assist Console. The following tutorial walks you through the steps to create a knowledge base: Agent Assist - Knowledge Base.
Real-Time Call Transcription Transcribe calls in real time for agents to reference during the call or for analysis after the call.
Real-Time Sentiment Analysis: Sentiment Score is a feature that analyzes messages from both a human agent and consumer to determine emotional intent. The score is visible in the Agent Adapter.
Admin Configuration
Go to Settings > Call > Agent Assist.
Move the Agent Assist toggle to On
Check the box next to Agent Assist features to be enabled.
Click the Save Agent Assist button.
Agent experience
Smart Reply
Smart Reply suggests chat responses for the agent using the ongoing chat conversation context.
How it works: Suggestions will appear just above the text entry box. Click on the desired option to respond with and it will insert into the chat conversation with the customer.
Knowledge Assist
This feature follows a conversation between a live agent and a consumer and provides the live agent with relevant document suggestions. Agents are alerted to Knowledge Assist document suggestions when the Agent Assist icon agent assist icon agent adapter has a green dot beside it.
- Click the Agent Assist icon to view the suggestions in the Knowledge tab in the Agent Adapter.
- Click the External Link icon beside a suggested article to share a document with the consumer.
Real-Time Sentiment Analysis
Sentiment Analysis evaluates the conversation between a human agent and end-user to determine emotional intent. The analysis is generated in real-time to display the sentiment of the present session, or as a one-time score upon Virtual Agent escalation. Sentiment Analysis is available for both Voice and Chat.
For Voice: The Sentiment feature panel displays on the Agent Adapter during a live session.
Sentiment Analysis breakdown
The Real-Time Sentiment Analysis displays 3 scores: last, session, and previous leg.
A (--) displays when no score is available.
| last | sentiment score for the last consumer response (updates in real-time) |
| session | current average sentiment score (updates in real-time) |
| prev. leg | average sentiment score of the previous segment |
There are three sentiments types (neutral, happy, and negative) in the Real-Time Sentiment Analysis and scores displayed fall into the following ranges:
- 40-75 = Neutral
- Over 75 = Happy
- Below 30 = Negative
During the session, the Real-Time Sentiment Analysis scores are sent the to the Agent Adapter. After the session, the session's average score will be posted in the CRM ticket.
Session summarization
Session summarization automatically creates a transcript of the agent and end user conversation during a call, which is displayed in real-time under the Transcript tab in the agent adapter. When the call goes into wrap-up, the session transcript becomes available as an attachment in the notes area of the agent adapter.
Agents can also add notes related to the call in the disposition notes field. Agents can further improve their notes by using the automatically generated session summary feature, which provides a brief overview of the call, including key points discussed and any resolutions or solutions agreed upon.
After the summary is added, the agent can save the disposition summary, which will be shared with the CRM based on the preferred company configuration. Overall, this feature provides agents with a comprehensive and efficient way to manage their conversations with customers, ensuring that all important details are recorded and easily accessible.
Enable summarization
Go to Settings > Call.
Scroll down to Agent Assist.
Toggle Agent Assist to On.
Turn on Session Summarization (checkbox).
Click Save Agent Assist.
Agent experience
When a call is initiated, the Transcript tab will display the transcript of the conversation in real-time.
When the chat goes into wrap-up, the session transcript will be available as an attachment in the notes area of the agent adapter.
In the disposition notes field, you can add any additional notes related to the call, such as the resolution or solution.
If you'd like to add the Automatically Generated Summary to the disposition summary, click the Insert Summary button.
Review the summary and make any necessary edits.
Save the disposition summary. Based on your company's CRM and external storage configuration, the disposition summary will be shared with the CRM as configured.
Agent Assist for Chat
Agent Assist for Chat includes the following features:
Smart Compose: CCAI Platform monitors a conversation in real-time and provides suggestions to human agents that auto-complete their responses to end-users.
Smart Reply: Automatically provide chat responses to your human agents in real-time during a conversation.
Knowledge Assist: Provides appropriate document suggestions to the human agent. The agent can examine suggestions and make a decision about which documents to read or to share with the end-user.
The Knowledge Base for Knowledge Assist is set up in the Google Agent Assist Console. The following tutorial walks you through the steps to create a knowledge base: Agent Assist - Knowledge Base.
Real-Time Call Transcription Transcribe calls in real time for agents to reference during the call or for analysis after the call.
Real-Time Sentiment Analysis: Sentiment Score is a feature that analyzes messages from both a human agent and consumer to determine emotional intent. The score is visible in the Agent Adapter.
Admin Config
- Go to Settings > Chat > Agent Assist.
- Check the box next to the Agent Assist feature you want to enable.
- Click Save Agent Assist.
Agent experience
Smart Compose
Smart Compose auto-completes an agent's chat responses using context from the ongoing conversation. This feature provides suggestions at the end of the words being typed to help finish the sentence.
How it works: Suggestions to complete the words and/or sentences appear after the typed message in lighter font color.
A tab key icon is displayed at the end of the autocomplete suggestion. Click the tab key on the physical keyboard to place the suggested autocomplete text content in the agent chat entry field.
Smart Reply
Smart Reply suggests chat responses to the agent using context from the ongoing conversation. While Smart Compose suggests characters to complete a partially-typed response, Smart Reply suggests entire responses in bubbles above the text entry box.
How it works: Suggestions will appear just above the text entry box. Click on the desired option to paste it into the text box and send the reply to the end-user.
Knowledge Assist
This feature follows a conversation between a human agent and an end-user and provides the human agent with relevant document suggestions.
How it works: The Knowledge Assist button is located in the top right hand corner of the Agent Adapter. A pink circle indicates that articles are available. Click the icon to show the articles. The icon expands to show a list of articles.
Click on the share button next to the article to send it to the end-user.
Real-Time Sentiment Analysis
Sentiment Analysis evaluates the conversation between a human agent an end-user to determine emotional intent. The analysis is generated in real-time to display the sentiment of the present session, or as a one-time score upon Virtual Agent escalation. Sentiment Analysis is available for both Voice and Chat.
Sentiment Feature Panel
For Chat: The Sentiment feature panel will be displayed in an open state by default for all new chats. Click the X or the Sentiment Stars Icon to open or hide the panel.
Sentiment Analysis breakdown
The Real-Time Sentiment Analysis displays 3 scores: last, session, and previous leg.
A (--) displays when no score is available.
| last | sentiment score for the last consumer response (updates in real-time) |
| session | current average sentiment score (updates in real-time) |
| prev. leg | average sentiment score of the previous segment |
There are three sentiments types (neutral, happy, and negative) in the Real-Time Sentiment Analysis and scores displayed fall into the following ranges:
- 40-75 = Neutral
- Over 75 = Happy
- Below 30 = Negative
During the session, the Real-Time Sentiment Analysis scores are sent the to the Agent Adapter. After the session, the session's average score will be posted in the CRM ticket.
Session summarization
Session summarization automatically creates a transcript of the agent and end user conversation after a chat ends. The auto generated summary provides a brief overview of the chat, including key discussion points and resolutions or solutions agreed upon. The transcript becomes available as an attachment in the notes area of the agent adapter when the chat goes into wrap-up. Agents can also add additional information in the disposition notes field. Agents can save the disposition summary after the summary is added, which will be shared with the CRM or the external storage based on your configuration.
This feature offers agents a comprehensive and efficient way to manage their chats with customers, ensuring that all important details are recorded and readily accessible.
Enable summarization
Go to Settings > Chat > Global Setting.
Scroll down to Agent Assist.
Toggle Agent Assist to On.
Turn on Session Summarization (checkbox).
Click Save Agent Assist
Agent experience
When the chat goes into wrap-up, the session transcript will be available as an attachment in the notes area of the agent adapter.
In the disposition notes field, you can add any additional notes related to the call, such as the resolution or solution.
If you'd like to add the Automatically Generated Summary to the disposition summary, click the Insert Summary button.
The Hide button will close this field box in the adapter. A summary button is available in the adapter to reopen the hidden field box.
Review the summary and make any necessary edits.
Click Save. The disposition summary will be shared with the CRM or external storage as configured.