Real Time Suggestions Overview
Real Time Suggestions assist agents during live customer chats or calls by displaying relevant information, such as text or links, at appropriate moments. This feature is part of the Agent Assist tools. Suggestions appear when conversational content matches a pre-configured "Intent". An Intent represents a specific purpose or topic, identified through its association with certain phrases or concepts.
For setup details, see the Real Time Suggestions Quickstart article.
Suggestion Sets
Suggestion Sets collect individual suggestions (the messages agents will see) into logical groups. These sets organize suggestions for different services or business requirements, so agents can receive contextually appropriate suggestions. Key points:
- Flexible Assignment: Multiple sets can be assigned to a single service, and a single set can be assigned to multiple services.
- Control visibility based on skill thresholds: For example, suggestions with basic guidance for novice agents can be configured not to appear for experienced agents.
- Multi-language Support: Create and manage translated versions of all suggestions within a single set.
Individual Suggestions
Within a Suggestion Set, individual suggestions are created and configured. Key aspects:
- Rich-text content: Create suggestions with formatted content, including tables, lists, images, and links.
- Auto-open web pages: Links can be configured to automatically open their target page when the suggestion is displayed.
Linking Intents to Suggestions
A suggestion is displayed only if it is linked to an "Intent". Key points:
- Flexible triggers: Multiple intents can be linked to a single suggestion. Detection of any of the intents will cause the suggestion to be displayed.
- Support for simultaneous suggestions: A single customer or agent phrase can trigger several different intents, allowing for multiple suggestions to appear at the same time.
- Reusability: While an intent can only be used once within a single suggestion set, it can be reused across different sets and by other tools in the Intelligence Engine suite.
Testing Suggestion Sets
Suggestion sets can be tested before live deployment to verify their behavior. The testing suite's functionality includes:
- Test on historical data: Use past customer interactions to verify that Intents trigger the correct suggestions.
- Review from the agent's perspective: View the specific suggestions that would have been displayed and at what point during an interaction.
- Easily iterate: Adjust suggestions or intents directly from the testing interface and quickly see the changes.
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