After being launched, Agent Assist continuously evolves and improves by learning from new questions. You can train Agent Assist using the questions sent by customers but cannot be recognized by Agent Assist to help it become smarter. The more you train, the better and more accurate it becomes. 

This article introduces Agent Assist Learning from following aspects:

• How Agent Assist Learning works
• How to train Agent Assist using Learning

How Does Agent Assist Learning Work?

When agents are handling chats or tickets, Agent Assist identifies customers' questions and provides suggestions with a confidence score higher than the defined value. The Learning mechanism allows Agent Assist to enrich its knowledge repository with new question-answer pairs. New questions can be added to Agent Assist Learning section in the following occasions:

• When Agent Assist cannot find a matching answer for a question from its answer sources, the unrecognized customer questions can be automatically added to its Learning section. 
• When agents manually add a customer question to Agent Assist Learning, the question is added to Agent Assist Learning no matter whether Agent Assist has provided suggestions.

For questions in Agent Assist Learning section, you need to associate them with matching content in its answer resources or create new answer resources for them. Agent Assist can learn from the new question-answer pairs and provide accurate suggestions for similar questions.

Train Agent Assist Using Learning 

Add Questions to Agent Assist Learning

With correct configurations, the system can add unrecognized customer questions to Agent Assist Learning automatically. Agents can also add questions to Learning section manually.

• To verify your configuration for Agent Assist Learning, log in to your Comm100 Control Panel, go to Bot > Agent Assist > General Settings, verify that the Automatically add unrecognized visitor questions to the Agent Assist Learning section checkbox is selected. This option is enabled by default.
  
• To add questions to Agent Assist Learning manually, when handling chats or tickets on the Agent Console, mouse over the customer's question, and click the Add the question to Agent Assist Learning button. 
  

Associate Questions with Answer Resources

After questions are added to the Learning section, you need to associate them with answer resources. Follow these steps:

1. On the Comm100 Control Panel, navigate to Bot > Agent Assist > Learning. You can find the added questions in the Visitor Question column.
2. Perform any of the actions by choosing the options in the Operations column: 
   • Create new answer resources (Public Canned Messages, Knowledge Base articles, and Bot Intents) for the question.
     
     Note: You can create a canned message, Knowledge Base article, or Bot intent quickly on the right drawer in the Learning page. To complete the creation, you need to click Go to edit to complete other information for the content resource.
   • Add the question as Similar questions to existing answer resources.
   • Add the question as Similar questions to the top score suggestion.
   • Delete the question.