• 5.19

Using Real-Time Voice Transcripts for Bot Chat Suggestions

The real-time transcript feature enables qualified agents to view voice transcripts, sentiment analysis results, and bot suggestions in real-time during voice calls. When real-time transcription is enabled for a service, a voice transcript of the agent's conversation with the customer is displayed during active calls.

When a bot is configured for the service, both agent and customer input can be sent to the bot for analysis, and the bot will send suggested responses to the agent. By default, only customer input is sent to the bot. In order for agent input to also be sent, the bot's latest response must include the needAgentMessages attribute, which must be set by the bot, within the bot context for all responses.

Some suggestions may contain URL links that provide additional information to the agent. Bots may also send multiple suggestions for the agent to choose from. See Integration with Bots to learn more about chatbot integration.

Below is the system (backend) response for bot suggestions. Note that this is not the complete response; it is a fragment of the complete response and specifies a single JSON encoded suggestion.

{
	"format": "text" / "html",
	"formatVersion": "1.0",
	"content": string,
	"autoOpenURL": boolean,
	"openURLinPopup": boolean 
}

The autoOpenURL parameter is optional. If set to true, the URL within the suggestion should be opened immediately. The openURLinPopup parameter is also optional. If set to true, the URL should be opened in a separate browser window.

Configuration

The real-time transcript feature must be enabled by your service provider.

Turn on the Enable Real-time voice transcript display and bot-based agent assist Feature

	Enabling the Enable Real-time voice transcript display and bot-based agent assist feature does not affect existing agent login sessions. Agents that are currently logged in when the feature is enabled must log out and back in before they can see a real-time transcript or suggestions.

Once the Enable Real-time voice transcript display and bot-based agent assist feature is enabled, the agent privilege View real-time transcripts of voice conversations will be visible in the Admin portal. Two new elements are visible on the Properties tab of inbound/outbound/blended voice services:

• Show transcript to agents appears as a checkbox that can be selected/unselected. The Transcribe calls box must be checked in order for the Show transcript to agents checkbox to be clickable.
• A dropdown selector labeled Bot/Chat suggestions engine can be used to select the desired bot.

Two New Elements are Visible on the Properties Tab of Inbound/Outbound/Blended Voice Services

In a scenario, the “suggestion bot” takes over as soon as the customer is connected to an agent. When the scenario reaches the Connect Chat block, the chat suggestion engine integration account configured for the service overrides any previously defined chat bot account. This integration account is the one that provides suggestions to the agent. This behavior can be overridden with the $(useScenarioBotAccount) variable. If this variable is set to 1, and the scenario uses the Select Chat Bot Account block prior to the Connect Call or Connect Chat blocks, the account selected by the block will still be used during active conversations with an agent. Once the scenario exits the Connect Chat block, the previously used chat bot account value is restored. This functionality works for both voice and chat interactions.

Agent Desktop Transcript and Suggestions

After completing the configuration steps outlined above, agents who have the privilege can see a transcript of the call in real-time. This transcript is accompanied by sentiment icons, keywords, and bot-generated suggestions.

Voice Transcript with Bot Suggestions and Sentiment Analysis

1. Voice transcript icon
2. Sentiment icon: When Speech to Text is enabled during a call and a Natural Language Understanding (NLU) account is set up, a sentiment icon appears alongside the specific message where sentiment analysis was conducted. See Natural Language Understanding to learn more about NLU accounts. In order for agents to see this sentiment icon, the Show transcript to agents option must be enabled, and users must have the View real-time transcripts of voice conversations privilege.
3. Keyword (dashed underline)
4. Bot suggestion

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