Comm100 Agent Assist can help improve agent work efficiency by providing high-quality answer suggestions when they are handling chats or tickets.
When setting up Agent Assist, you can 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.
After proper setup, you can use Agent Assist suggestions when handling chats or tickets from the Agent Console. Suggestions from Public canned messages, Knowledge Base articles, and Chatbot's Custom Answers appear automatically when a question is asked. You can also click Generate an answer by chatbot to get a suggestion from Chatbot's Generative Answers.
Note:
- To learn more about how to set up Agent Assist, see this article.
- Agent Assist suggestions work for Live Chat and all Ticketing & Messaging channels except Email.
You can use Agent Assist suggestions in the following ways:
- Click a suggestion to adopt it. Edit the answer in the replying area before sending it out.
- Double-click a suggestion to send it out directly. The References part of the answer generated by Chatbot are not included when sent to the visitor.
- For automatic answer suggestions, mouse over the suggestion to preview the answer.
- Choose the message for which you want Agent Assist to show suggestions. If visitors send multiple messages in a row, mouse over the question for which you want responses and click the Get Suggestions option. Both automatic suggestions and Chatbot Generative Answers will be triggered.
- Add a question to Agent Assist learning to train it. If you want Agent Assist to learn answering a new question, mouse over the question and click the Add the question to Agent Assist Learning button.Note: To learn more about Agent Assist learning, see this article.
