Comm100 Agent Assist can help improve agent work efficiency by providing them with answer suggestions in real time. When agents are working on a chat or ticket, Agent Assist presents multiple suggestions for a question to agents. Agents can choose an answer suggestion that appears automatically or let AI Chatbots to generate a suggestion.

To use Agent Assist suggestions, you need to complete the following settings:

• Enable Agent Assist and configure basic settings including answer sources, matching score, and suggestion number. 
• Add synonyms for Agent Assist to recognize similar keywords in visitors' questions.
• Train Agent Assist with unrecognized questions. 

 To enable and configure Agent Assist, follow these steps:

1. Log in to the Comm100 Control Panel.
2. From the left navigation menu, go to Bot > Agent Assist > Suggestions.
   
3. Under the Settings tab, turn on the Suggestions toggle key.
   
   Configurations such as Language and Suggestion Source appear when Agent Assist is enabled.
4. Select the desired language for Agent Assist from the Language drop-down list.
   
   Note: Agent Assist provides suggestions from Suggestion Source based on the selected language. For example, if the selected language is Chinese and the visitor’s question is in English, then Agent Assist may not provide suggestions. Agent Assist does not match an intent in one language with the suggestions available in another language.
5. In the Answer Sources section, choose Public canned messages, Knowledge Base articles, and AI Chatbots as the answer sources for Agent Assist to use. 

   
   

   • For Public canned messages and Knowledge Base articles, Agent Assist provides answer suggestions by matching visitors' questions with the Similar questions defined for each canned message or article.
   • For AI Chatbots, Agent Assist provides answer suggestions by matching visitors' questions with the Intent questions. If Generative Answers is enabled for the Chatbot, Agent Assist can also generate an answer suggestion.
6. (Optional) In the Options section, do any of the following:
   • Define the minimum matching score for Agent Assist to provide suggestions. Answer sources with matching score lower than the defined score are not provided as answer sources. The default score is 40.
   • Select the number of suggestions you want Agent Assist to display. Up to five suggestions are allowed. The default number is 3. 
7. (Optional) To enrich question variants of Agent Assist answer resources, verify that Enrich Canned Message and KB article similar questions with Agent Assist suggestions is enabled. When agents choose to use an Agent Assist suggestion, the corresponding customer question will be automatically added as Similar questions under the canned message or knowledge base article. This option is enabled by default.
   
   Note: Comm100 does not add visitor questions as Similar questions if there are already ten questions in canned messages or knowledge base articles.
8. (Optional) To train Agent Assist with unrecognized questions, verify that Automatically add unrecognized visitor questions to Agent Assist Learning section is enabled. This option is enabled by default. To learn more about Agent Assist Learning, see this article.
   

Agent Assist produces suggestions by recognizing keywords in customers' questions. A word can be used differently based on location or local dialects, identity, and user situation. Associating all the possible synonyms with a keyword helps Agent Assist recognize customers' intent. With Comm100, you can maintain a repository of synonyms associated with keywords to train Agent Assist. The more words you feed into its synonym data, the smarter it becomes.  

To add synonyms for Agent Assist, follow these steps:

1. On the Comm100 Control Panel, go to Bot > Agent Assist > Suggestions.
2. Click the Synonyms tab, then click New Agent Assist Synonym.
   
   
3. In the Keyword and Synonyms text field, input the keyword and the synonyms for the keyword.
   
4. Click Save.

 Agent Assist Learning allows you to train and improve Agent Assist by adding new questions, enriching answer resources, and pairing new questions with existing answer sources. 

Agent Assist learns from new questions which can be added automatically by system or manually by agents.

• If Automatically add unrecognized visitor questions to Agent Assist Learning section is enabled, when Agent Assist cannot find a match for a question in its answer sources, the question is added automatically to the Learning question list.
• Agents can manually add customers' question to the Learning list when handling chats or tickets.

For questions in the Learning page, you can perform following operations to train Agent Assist:

• Create new answer sources (canned messages, Knowledge Base articles, and Bot Intents) for the question.
• Add the question as Similar questions to existing answer sources.
• Add the question as Similar questions to the top score suggestion.

To learn more about Agent Assist Learning, see this article.