Agent Augmentation

Content on this page is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.

Agent Augmentation is a way for your botClosed A software application that handles customer interactions in place of a live human agent. to become like a personal assistant for your agents. When enabled, your bot continues to listen to a conversation after a handoverClosed Any contact message that should trigger transfer to a live agent to offer real-time intent classification and response suggestions to your agents. These responses are based on storiesClosed Used to train bot for interaction handling based on intent and context, rulesClosed Used to define bot's response to messages that don't change with context., and intentsClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish that you already have set up for your bot.

When your agent is presented with response suggestions, they have the opportunity to confirm the intent classification. This helps your bot improve in the same way that reviewing conversations and messages in the NLU inbox does.

If your bot is configured with the CXone Expert API integration, Agent Augmentation can also offer resources such as FAQs or knowledge base articles that address the contact's concern and help improve the quality of the interaction.

Configure Agent Augmentation

  1. In CXone, click the app selector and select Bot Builder.

  2. Click the bot you want to work with.
  3. Click Preferences icon, which looks like a gear. in the left icon menu.

  4. Click Agent Augmentation.

    The Agent Augmentation settings page. Shows the provided URL for custom component configuration.

  5. Copy the URL.

  6. Go back to the Digital Experience portal and click Settings > Custom Components. If you don't see this menu option, contact your CXone Account Representative.

  7. Click Add frontend custom component.

  8. Paste the URL you copied in a previous step into the Url field.

  9. Type %s at the end of the URL.

  10. Enter the Height you want the Agent Augmentation window to be in pixels. The recommended height is 300.

  11. Select any number of Channels the Agent Augmentation should work with. If no channel is selected, Agent Augmentation will display to agents on all channels.

  12. Click Save.