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  • 1.  Agent assist with CCAI

    Posted 12-12-2022 14:33
    No replies, thread closed.
    Hello all, 

    We have been testing out Agent assist with Google CCAI, but my company has since put a stop to all Google related applications. Is there a way to use Agent assist without using the Google Cloud platform and CCAI?

    Also, what is the best way to keep the bucket data and articles(HTML files) private? When an agent clicks on the Agent assist suggested article, they are getting a 404 error due to them not having access to the doc. Do you have to create a specific profile and give the individual agents access on their google accounts? 

    Sorry for the lack of technical knowledge on this, but any assistance or usecases would help.
    #ConversationalAI(Bots,AgentAssist,etc.)

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    nicholas Argeson
    Bethlehem Shared Services LLC.
    ------------------------------


  • 2.  RE: Agent assist with CCAI

    Posted 12-13-2022 10:01
    No replies, thread closed.
    Nicholas, the AI team is working on a native Agent Assist capability that is not dependent on Google Cloud CCAI. We have a beta program running if you'd like to give it a try.  @Sean Rooney is the PM who can help get you going if you are interested. We have already enabled manual search through our native Agent Assist, automatic search is pending.

    Documentation links:
    https://help.mypurecloud.com/articles/about-genesys-agent-assist/


    ​​

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    Jane Hendricks
    Genesys - Employees
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    Original Message


  • 3.  RE: Agent assist with CCAI

    Posted 01-11-2023 10:19
    No replies, thread closed.
    @Jane Hendricks @Sean Rooney

    Our org is wanting to use Agent Assist for live calls.

    When attempting to setup Agent Assist, I only see the option to set it up for chat (we don't use chat) and that we possibly need Agent Assist Google CCAI for live calls? Does this feature come at an additional cost?​​


    Thank you,

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    Victoria Sopa
    Ultimus Fund Solutions, LLC
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    Original Message


  • 4.  RE: Agent assist with CCAI

    Posted 01-11-2023 10:25
    No replies, thread closed.
    We are working on brining our native Agent Assist voice solution to market. @Sean Rooney can talk about the timeline for that if you're interested. Agent Assist with Google CCAI is an add-on that does have an additional cost associated with it. Your account manager should be able to help you with that. The price is usage-based. I can give them a heads-up that you are interested.​

    ------------------------------
    Jane Hendricks
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Agent assist with CCAI

    Posted 01-11-2023 10:30
    Edited by Victoria Sopa 01-11-2023 10:30
    No replies, thread closed.
    Thank you for your response. Would the native voice solution option be considered an upgrade, at no additional cost, allowing us to use the feature during calls? We aren't interested in CCAI at this time.

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    Victoria Sopa
    Ultimus Fund Solutions, LLC
    ------------------------------

    Original Message


  • 6.  RE: Agent assist with CCAI

    Posted 01-11-2023 11:50
    No replies, thread closed.
    We are also very interesting in the Native Voice solution.

    ------------------------------
    nicholas Argeson
    Bethlehem Shared Services LLC.
    ------------------------------

    Original Message


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