Configuring the Agent Assistant

An agent can use the agent assistant to better communicate with customers.

Context

On the voice and video workbench, the system converts the interaction records between agents and customers into text in quasi real time. The text content is matched with sensitive words and keywords through the OIAP intelligent services, and the system can send scripts to agents, improving the service quality of agents.

Procedure

When Only Customer is selected, the system can display only converted speeches of the customer.

FAQ details are displayed based on keywords in the conversation, providing knowledge support for agents. You can click the URL in the script guidance page to go to the corresponding page.

Associated intentions and scripts are displayed based on keywords in the conversation, providing script guidance for agents.

The number of matched sensitive words is displayed and such words are highlighted in the real-time transcription window to remind agents to correct it in a timely manner.

A visualized service guidance flow can be displayed based on keywords in the conversation.