Configuration
SmartAssist is Kore.ai’s inbuilt agent desktop solution. The AgentAssist widget resides within the SmartAssist solution for contact centers. AgentAssist is utilized as a widget in third-party agent desktop consoles and works best for both voice and chat-based interactions. You can also configure the widget in third-party solutions like Salesforce, Twilio, Avaya, Genesys, etc.
Configure Agent Assist Use cases
- Navigate to Configuration > Use Cases, and then select the Conversations tab.
- Click the Payment dispute use case.
The following screen appears:
3. To include the AgentAssist use case, select the Agent Assistant Use Case as shown. (Selecting this option allows Use Cases to be available for agents in AgentAssist)
4. Click Save.
Demo
Voice
The customer initiates a call for ordering a Pizza. The agent takes inputs from the customer and helps him to place his order. The agent helps the customer with the selection of the pizza base, pizza toppings, and available discounts for billing. The agent can use the override feature and give direct inputs to the bot to check the pizza details, without asking repeatedly for the same information from the customer.
Link: https://www.loom.com/share/96f3b18afffc439784ccf037ed95e265
Chat
The customer initiates a chat regarding a payment dispute with a particular transaction. The agent takes inputs from the customer and checks the transaction made from the account for the last three months. The agent shares the details of the transactions with the customer. The customer provides the exact transaction for which the dispute happened. The agent can use the override feature and give direct inputs to the bot to check the exact transaction details, without repeatedly asking for the same information from the customer. The agent proceeds and raises a ticket for the customer.
Link: https://www.loom.com/share/5cd289c59e084e95aa0f103c26b48b33