Enhance your agent's experience with Agent Assist and Copilot, the agent assistance tools which can increase efficiency through surfacing content to agents in real-time interactions, and after the interaction with summarizations. Upcoming Copilot takes that a step further with guidance throughout the interaction.
Access the Webinar led by myself, @Gregory LeMay here.
Key Takeaways
Agent assist allows content in your Genesys Knowledge Base(s) to be automatically referenced by Voice and Digital agents alike. Learn how to create your Knowledge Base as a prerequisite! https://help.mypurecloud.com/articles/knowledge-workbench-quick-start-guide-v2/
Setting up Agent Assist is quick, get a head start with our three-step guide here. https://help.mypurecloud.com/articles/create-a-genesys-agent-assist-role/
Agents receive assistance in real-time, meaning they can see what content is recommended to them based on the user's query. https://help.mypurecloud.com/articles/surface-knowledge-automatically-with-the-genesys-agent-assist/
Upcoming token-based changes for Agent Assist Pricing can be found here. https://help.mypurecloud.com/articles/ai-experience-tokens-metering-and-pricing/
Additional Resources
Everything you want to know about Genesys Agent Assist - https://help.mypurecloud.com/articles/about-genesys-agent-assist/
How can agents give feedback on my content? - https://help.mypurecloud.com/articles/rate-an-agent-assist-response/
Agent Assist Performance and Analytics - https://help.mypurecloud.com/articles/gaa-dashboard/
Best Practices for Agent Assist! - https://help.mypurecloud.com/articles/best-practices-in-genesys-agent-assist/
Get the most out of your Knowledge Base with added phrasings - https://help.mypurecloud.com/articles/add-phrases-to-a-knowledge-base-v2-article/
#ConversationalAI(Bots,AgentAssist,etc.)------------------------------
Gregory LeMay
Genesys - Employees
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