Agent Augmentation

本页内容针对 Controlled Release (CR) 的产品或特性。如果您不是 CR 组的成员，如需了解更多信息，请联系您的 CXone 客户代表。

Agent Augmentation is a way for your bot关闭 代替现场人工坐席处理客户交互的软件应用程序。 to become like a personal assistant for your agents. When enabled, your bot continues to listen to a conversation after a handover关闭 任何应触发转移到真人坐席的联系消息 to offer real-time intent classification and response suggestions to your agents. These responses are based on stories关闭 用于训练机器人根据意图和上下文进行交互处理, rules关闭 用于定义机器人对不随上下文变化的消息的响应。, and intents关闭 联系人所说/输入内容背后的含义或目的；联系人想要沟通或完成的内容 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. 在 CXone 中单击应用程序选择器 并选择机器人生成器.

  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 客户代表.

  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.