Contact Center AI Gadgets
The Contact Center AI Gadgets appear on the Agent Desktop and help the agents to assist the customers in real time during calls. For example, the Agent Answers gadget displays suggestions and recommendations based on the conversation with the customer. This improves the capabilities of the agent to respond to the customer in real time, thereby improving the customer satisfaction. Administrators and supervisors can enable the Contact Center AI Services for the agents.
Agent Answers
The Agent Answers gadget displays suggestions or recommendations (also called as Answers) in real time during the conversation between an agent and a customer. These answers are the excerpts from articles and/or matching Question and Answers (Q&As) from Frequently Asked Questions (FAQs) documented in the knowledge base. Displaying answers on the gadget augments the efficiency and capabilities of an agent to respond to the customer more effectively.
Behavior of Agent Answers feature in the following call scenario:
-
Consultation: When an agent is consulting with another agent, no new answers will appear for the first agent.
For example, when Agent 1 is consulting Agent 2, customer will be put on hold. No new answers will be shown for Agent 1 and no answers will be populated for Agent 2.
-
Transfer and conference call scenarios are not supported.
Gadget User Interface
The fields on the user interface are described in the following table:
Fields | Description |
---|---|
Title |
Articles have a title with hyperlink, a name closely related to the context next to the title, and a descriptive text related to the conversation. You can click the link to view the article in a new browser tab. FAQs have a title (question), a name closely related to the context, and an answer related to the conversation. |
Keyword | Keywords or matched phrases are extracted from the conversations and displayed above the title. |
High Match |
Suggestions with high confidence score are tagged as High Match. |
Thumbs-up or Thumbs-down icon |
Select thumbs-up or thumbs-down icon to provide feedback about the displayed suggestions. |
Article excerpts and matching Question and Answers (Q&As) are presented as suggestions, based on the utterances made by the caller during a conversation.
A separator line differentiates the set of answers or FAQs based on the context.
Notifications and Errors
The following notifications and errors appear on the Agent Answers gadget. You must pay attention to these notifications to get regular information on the status of answers and gadget, and take necessary action.
-
Banner notifications are displayed in different scenarios. For example, in case of network issues, when new answers are not populated, gadget reconnects to the server, and so on.
-
Tab notification appears as a red dot when the tab is not active. This indicates that there are new suggestions. The dot disappears when the tab is active.
-
Errors are displayed in different scenarios. For example, when gadget loading fails or when answers are not populated for a given conversation, and so on.
-
Toaster notification appears at the bottom-right corner of your screen when there are new suggestions. The notification does not appear on the browser tab of the desktop.
Note |
|
Transcript
The Transcript gadget displays the voice conversation that was dynamically converted to text and presents the text to an agent for real-time viewing and reference. Displaying the text in real time on the gadget increases the efficiency and capabilities of an agent to respond to the customer more effectively.
Behavior of Call Transcription feature in the following call scenarios:
-
Virtual Agent: If a customer had interacted with a virtual agent at the beginning of the call and then the call gets routed to an agent, the gadget displays the transcript of the voice conversation between the customer and the virtual agent along with the live transcript. In addition, the gadget displays the Highlights panel where you can view the following information:
-
Intents and intent parameters appear only if offered by the CCAI cloud provider. The intents and intent parameters are based on the customers' queries. For example, a customer's query is to book a flight ticket. The intent for this query is Flight Booking and the parameters for this intent are Source, Destination, and Date of departure depending on the customer’s interaction with the virtual agent.
-
A confidence score of high, medium, or low for each intent.
-
A customer sentiment indicator – happy, neutral, or sad, for each intent.
You can also view the overall sentiment indicator of the customer for the entire call.
-
-
Consultation: When an agent is consulting with another agent for assistance to resolve customer queries, the customer is put on hold. Transcripts between the first agent and the customer appear on the gadget for both agents. Transcripts between the agents during the consult does not appear on the gadget.
The Transcript gadget appears as shown in the following screenshot (example).
The timestamp that appears on the gadget is in the local time zone of the agent desktop.
On the gadget interface, you can do the following:
-
Filter the transcripts based on Customer, Virtual Agent, and Agent.
-
Search the transcripts using keywords.
Note
The Search box is disabled when the call is not active.
Notifications and Errors
The following notifications and errors appear on the Transcript gadget. Pay attention to these notifications to get regular information on the status of the transcript and take necessary action.
-
Tab notification appears as a red dot when the tab is not active. The red dot indicates that there are new suggestions. The dot disappears when the tab is active.
-
The Transcript gadget displays errors in different scenarios. For example, when gadget loading fails or when transcripts are not populated for a given conversation, and so on.
Note |
|