Agent Assist Hub allows you to manage all of the agent assist applications that you use with CXone. You can integrate agent assist apps with CXone using Studio scripts.
Agent assist applications are like personal assistants for your agents. They offer helpful information during interactions. The type of information varies depending on the application you use.
Agent assist applications use technologies such as speech-to-text
Also called STT, this process converts spoken language to text. (STT, also called transcription), natural language processing Also called NLP, this process understands human speech or text and responds with human-like language. (NLP), and artificial intelligence (AI). They process and analyze interactions between agents and contacts. Based on how they're configured, the applications determine what information to display to the agent. The information that the agent sees appears in a separate panel in the agent application.
Classics, Inc. has decided to use agent assist bots in its call center to provide its agents additional guidance during interactions. After researching their options, they decide to use Google Contact Center AI (CCAI). They want an agent assist application that can provide relevant knowledge base articles to agents during interactions. Their goal is to save time and ease the burden on the agents, who currently have to search for and locate the correct articles while the contacts wait.
Anne Shirley, the Classics, Inc. contact center administrator, sets up and configures a Google Contact Center AI account with Google. She works with Jo March, the Studio scripting expert at Classics, to add and configure their CCAI account to Agent Assist Hub. They decide to have CCAI listen to both sides of all voice and chat conversations. Jo then modifies the contact center's voice and
When the integration of CCAI is finished, it observes interactions on voice and CXone chat channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. It processes the agent and contact sides of the conversation using the Google Contact Center AI engine to determine the contact's intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. When the intent is determined, the CCAI agent assistant displays knowledge base articles that may be relevant to the contact's needs. Agents see the list of articles in a convenient panel in the agent application and can use the information to help address the contacts' concerns.
Supported Agent Assist Applications
The supported agent assist applications are:
- ConnectLingua: Provides real-time translation for agents.
- CXone Enlighten AutoSummary: Provides an AI-generated summary of the interaction within seconds after it ends.
- CXone Expert Assist: Provides agents lists of relevant CXone Expert knowledge base articles during the interaction.
- CXone Real-Time Interaction Guidance: Provides guidance to agents during voice interactions. Guidance is based on the agent's performance, such as the things they say or don't say.
- Enlighten Copilot for Agents: Provides assistance to agents to improve effectiveness during interactions. It generates interaction summaries, suggests responses agents can send to contacts, and more.
- Google Contact Center AI: Provides information to the agent that's relevant to the contact's concerns, such as FAQs and knowledge base articles. For CXone chat and voice interactions.
- Omilia Voice Biometrics: Provides biometric verification that your contacts are who they say they are.
- SalesForce Assist: Provides a real-time transcript of voice interactions that appears in Salesforce.
Integration of Agent Assist Applications
When you want to use an agent assist application in CXone, you need to add and configure the application in Agent Assist Hub. Most agent assist applications require additional configuration outside of CXone Studio. The online help for each supported agent assist application provides information about the configuration requirements.
Integrating agent assist applications requires custom scripting. Your organization's CXone administrator, agent application administrator, and Studio scripter may need to coordinate to complete the integration.
Agent Experience with Agent Assist Applications
Agent assist applications provide assistance to agents. The information they provide appears on a panel in the agent application by default. The agent can see the information and act accordingly. The following example shows the agent assist panel in MAX.
When you configure an agent assist app in Agent, you can choose to have the information from the agent assist provider sent to different locations. There are three possible ways to have information displayed. Not all agent assist applications support all possible methods. The options are:
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- No Assist Panel shown to Agent:
- Use custom URL for Agent Assist Panel: The agent assist panel in the agent application displays content from the URL you provide. If you choose this option, you are responsible for configuring the system to display information at this URL. This might include modifying Studio scripts and configuring the agent assist provider itself.