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.
Service Assignment
To see an overview of all services where Real-Time Suggestions are configured, navigate to Intelligence Engine > Real-Time Suggestions. From here, you can see a list of all services with configured suggestion sets, monitor their status and basic statistics, access their configurations, and set up suggestions for new services.
- Name: The name of the service.
- Status: Indicates the current operational state of Real-Time Suggestions for the service. A Running status with a warning icon
indicates that a configuration issue will prevent suggestions from being displayed to agents. Hover over the icon to see a list of the configuration issues.
Setup New Suggestions
Click Setup New Suggestions to add suggestions to one or more services.
- Select the services where you want suggestions to appear. The list shows services compatible with Real-Time Suggestions. By default, services without real-time transcription configured are hidden, but you can choose to display and select them. Services that do not support suggestions (e.g., email, tasks) are not shown.
- Select the Suggestion Sets to assign to the chosen services. From this screen, you can also create a new suggestion set or modify an existing one if necessary.
- Choose one of the following options:
- Save & Run: Saves the configuration and immediately activates suggestions for the selected services.
- Save without Running: Saves the configuration without activating it. You can start it later from the main page.
Service Options Menu
Click the options menu (three dots) to manage the suggestion settings for the selected service:
- Edit Real-Time Suggestions Settings: Opens the configuration page to modify settings, such as changing the assigned suggestion sets.
- Pause Real-Time Suggestions: Temporarily suspends the display of suggestions for this service.
- Turn Off Real-Time Suggestions: Disables real-time suggestions for this service.
Metrics Displayed
- Interactions over last seven days column group
- Total: The number of interactions associated with the service over the last week.
- Agent Segments: The number of distinct agent segments in these interactions. Interactions with multiple agents will contain multiple segments.
- Suggestions Enabled: The number of these agent segments for which suggestions were enabled.
- Suggestions Proposed: The number of times a suggestion was proposed by the system as a result of an intent being detected in the segment.
- Errors: The number of errors that occurred during suggestion processing. Click the number to download a detailed list of errors.
- Settings column group
- Privileged Agents: The number of agents assigned to the service with permission to view real-time suggestions.
- Suggestion Sets: The names of the Suggestion Sets assigned to this service.
- Modified On: The date the configuration for this service was last updated.
- Created On: The date the configuration for this service was created.
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