CXone Expert Assist

CXone Expert Assist provides articles from your CXone Expert knowledge base to the agent based on what's said during chat interactions. You can have it listen to the contact, the agent, or both. The articles appear in a panel on the right side of the agent application. Agents can share them or use them as reference material during the interaction.

Expert Assist can listen to and analyze both sides of a chat-based interactions using technologies such as:

• Natural language processing Also called NLP, this process understands human speech or text and responds with human-like language. 
• Artificial intelligence (AI)

It takes the text from chat interactions and processes it to determine the intent of the participants in the interaction. This could be the contact, the agent, or both. When that's known, Expert Assist searches your CXone Expert knowledge base for articles that match the intent and displays them in the agent application.

Expert Assist currently works with MAX.

Prerequisites

Before you can set up Expert Assist to work with CXone, you must have :

• A CXone Expert knowledge base set up and configured with the knowledge articles you want to be available for your agents.
• A server API token for your instance of CXone Expert.
• A CXone Expert user account. Expert Assist uses this account for authentication with CXone Expert.

Components of an Integration

Expert Assist is an agent assist application that allows you to have information from your CXone Expert knowledge base appear in the agent application. To set this up, you create an integration in Agent Assist Hub. This links CXone Expert and the agent application your agents use. The integration involves: 

• CXone: CXone must be configured to use the digital chat channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. you want to use with the integration.
• Agent Assist Hub in CXone: Agent Assist Hub holds the configuration information for connecting CXone Expert and the agent application.
• Studio scripts: You need at least one script that includes the Agent Assist action. The action is the connection between CXone and CXone Expert . If you don't have Studio, you can download and install it.
• CXone Expert
• Agent application: This is the client that your agents use to handle contacts.

Custom Scripting Guidelines

Integrating an agent assist A software application that provides context-specific help to the agent. application requires custom scripting. Before beginning the integration you should know: 

• Which scripts you want to add the agent assist application into. You can modify existing scripts or create new ones. You may need to add the application to more than one script. For example, you need different scripts for inbound and outbound phone interactions.  
• Where the Agent Assist Studio action Performs a process within a Studio script, such as collecting customer data, playing a message or music, or routing a contact to an agent. must be placed in your script flow.
• The configuration requirements specific to the application you're using. The app in Agent Assist Hub needs to be configured. The actions in your Studio scripts must also be configured. Refer to the online help for each action for more information.
• What parameters the script needs to send to the agent assist provider, if any.

• How to complete the script after adding the Agent Assist action. You may need to:

  • Add initialization snippets to the script using Snippet actions. You can do this to customize your agent assist application.
  • Reconfigure the action connectors to ensure proper contact flow and correct any potential errors.
  • Complete any additional scripting and test the script.

If you need assistance with scripting in Studio, contact your CXone Account Representative, see the Technical Reference Guide section in the Studio online help, or visit the NICE CXone Community site.