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Augmented Agent during live chat

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Augmented Agent provides personalized, emotion-based responses to customers in a live chat session by using Al. The agent facilitates the job of the customer service representative (CSR) by suggesting relevant, empathetic responses to customer queries during the chat session.

When configuring the web chatbot, add case types to the bot and add matching phrases on the Text analysis tab, so that customers can readily access those cases. For example, to request a copy of their financial statements. If you have the Statement Copy case type, and if the customer enters the words request a statement, then the system displays a dialog box asking for their credentials (because this case type requires authentication). Similarly, customers can enter escalate or chat with agent to chat with the CSR.

CSRs and managers with admin credentials can perform the activities described in this section.

Using common phrases for suggested replies during the live chat

When the customer sends a request during a live chat session, Augmented Agent analyzes the text and suggests probable replies to the CSR, from the pre-trained common phrases.

To use common phrases for suggested replies

  1. Log in to the Interaction Portal with admin or CSR credentials.

  2. To start a live chat session, accept an incoming chat request from a customer.

    Message from the customer appears in the Live Chat window.
  3. In the Suggested reply pop-up, view the available suggested replies by clicking the left and right arrows beside the Use button.

  4. Based on the suggested replies, the CSR can then perform any one of the following actions:

    • Use the suggested reply, if it is relevant.
    • Edit the suggested reply to make it more appropriate.
    • Create a new reply, if the suggested reply is not relevant.
  5. To send a suggested reply to the customer, click Use, and then click Send.

    The AI model trains itself each time the CSR uses a suggested response, thus improving the accuracy of the responses from the AI model.
    Alternatively, the CSR can click the Phrases button, select the required category from the list of categories, and select a common phrase from within that category.
    Displaying suggested reply
    Displaying suggested reply

Using page push during the live chat

During a chat session, customer service representatives (CSRs) can log in to the Interaction portal and select page push, which is a chat-enabled web page, to share with customers. A page push can guide the customer or point them to the information that they need. The customer receives a message in the live chat window asking for permission to redirect their web browser to the pushed page. For more information on configuring page push, see Page push.

Provide page pushes to customers by performing the following steps:

  1. Log in to the Interaction Portal with admin or CSR credentials.

  2. To start a live chat session, accept an incoming chat request from a customer.

    Message from the customer appears in the Live Chat window.
  3. To suggest a response from Page Push, click Page Push, and then select the category to send as a response to the customer.

    When the CSR sends the page push entry, the customer receives a notification in the live chat window. The customer can then either click Yes or No.
    By default, a shared web page applies to all languages and locales.
    Page push in a live chat session and in the Interaction Portal
    Page push in a live chat session and in the Interaction
                                Portal

Using knowledge articles during the live chat

Knowledge articles are the first line of support for the customers. When the a customers customer starts a live chat session, the Augmented Agent displays a list of categories of available articles, followed by a list of relevant articles that the customer can click to read.

To view the available knowledge articles during a live chat session, perform the following steps:

  1. Navigate to a live chat instance

  2. To start the chat, click Need Help?

  3. The system displays a chat window with a list of categories.

  4. Click the required category to display a list of articles under that category.

  5. From the articles list, select the required article, as shown below:

    Displaying knowledge articles
    Displaying knowledge articles
    If the customer wants information that is not available in the knowledge articles, then clicking Need more help? will route their query to a live agent.

    When the Customer Service representative (CSR) logs in to the Interaction Portal, a question mark icon appears on the right side of the screen. When the CSR clicks the icon, a list of knowledge articles appears in place of the Live chat section.

    CSRs can also link knowledge articles to individual service cases. For more information, see the Linking Knowledge articles to service cases section in Creating articles.

    For a specific service case, a CSR can perform the following tasks related to knowledge articles:

    1. Displaying knowledge articles for a service case, discussed below in this topic.
    2. Associating a coaching tip with a knowledge article, discussed below in this topic.

Displaying knowledge articles for a service case

Customer service representatives (CSRs) can send the knowledge articles that appear as coaching tips while working in a specific case, to a live chat interaction with a customer.

To display knowledge articles for a specific service case during a chat interaction, perform the following steps

  1. Log in to the Interaction Portal.

  2. To open the service case to which you want to add a knowledge article, click Add Task.

  3. On the task, click the Coaching tip icon to view the coaching tip.

    The coaching tip appears with the associated KM article.
  4. To view the knowledge article, click the article link that appears in the coaching tip.

  5. The Knowledge base section appears with a list of articles in place of the live chat window.

  6. To suggest an article to the customer, click Links to feedback and suggest article icon, and then click Suggest article.

  7. In the Suggest content field, enter the name of the knowledge article that you want to suggest, and then click Submit.

  8. To push the article to the customer’s live chat window, click Push article link, and then click Send.The article appears in the live chat window.

    Accessing knowledge articles from a coaching tip
    Accessing knowledge articles from a coaching tip

Using Augmented Agent Assistant with a case type

The Augmented Agent Assistant provides a data input form to customers in the chat window in response to the requests that customers submit.

For example, when a customer requests an address change in a live chat, the CSR can send the address change form to the chat window so that the customer can enter their updated address details. To send the form, the CSR must launch the CSR assistant.

To launch the Augmented Agent Assistant, perform the following steps:

  1. Log in to the Interaction portal with CSR admin credentials.

  2. To start a live chat session, accept an incoming chat request from a customer.

  3. To select a case type, click Add Task.

  4. From the available tasks, select the required task, and then click Add tasks.

  5. To launch the CSR assistant for a service case, click Assistant.

  6. From the available fields, select fields to send as a form to the customer in the chat window, and then click Submit.

    In the chat window, the fields that the CSR selects in the Interaction Portal appear as a form. The customer enters their information in the fields, and then clicks Done. The updated details are then displayed in the Interaction Portal.
  7. To save the changes, click Submit.

    Displaying the data input form
    Displaying the data input form

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