Week of September 22
New updates: Conversation Assist
Features
Agents can access recommended bots & answers on demand
Conversation Assist automatically recommends bots and knowledge answers to agents inline in conversations, based on consumer intent and conversation skill.
Now, with On-Demand Recommendations, agents have more flexibility, such as the ability to look up bots and answers on demand (regardless of what the consumer just said).
The new On-Demand Recommendations widget in the Agent Workspace allows you to:
- Ask any question, or enter a phrase, and get back available bots and knowledge answers. Results are based on the skills assigned within Conversation Assist.
- Browse or search for replies, i.e., canned responses to greetings, closings, and so on. Replies are also called “predefined content.” You can create or import your own predefined content that meets your brand’s voice and business needs.
Agents can quickly use any bot, answer, or reply in the current conversation.
FAQ 1: How do I turn on this new widget?
You can turn the widget on or off as desired. Do this on the Settings page within Conversation Assist. (To see the change, you might need to refresh your browser or log in again.)
FAQ 2: My agents use the Predefined Content widget. Do I use that or this new widget?
Save space in the Agent Workspace: If you’re using the Predefined Content widget, we recommend that you hide it and turn on the new On-Demand Recommendations widget, which is more powerful. Our new widget serves up predefined content on its Replies tab.
Add descriptions to bots to help agents understand their purpose
Within Conversation Assist, when setting up a bot for use as an inline recommendation, you can now enter a description to explain the bot’s purpose or capabilities. This info is shown to agents in the On-Demand Recommendations widget.
