Agent Assist Applications

Agent assist applications are like personal assistants for your agents. They offer helpful information during interactions. The type of information varies depending on the application you use. For example, some agent assistants offer resources such as FAQs or knowledge base articles that address the contact's concern.

Agent assist applications use technologies such as:

• Speech-to-Text Also called STT, this process converts spoken language to text. (STT, also called transcription)

• Natural Language Processing Also called NLP, this process understands human speech or text and responds with human-like language. (NLP)

• Artificial Intelligence (AI).

They process and analyze interactions between agents and contacts The person interacting with an agent, IVR, or bot in your contact center.. This helps them determine what information to display to the agent. The information that the agent sees appears in a separate panel in the agent application. 

Supported Agent Assist Application

Currently, Google Contact Center AI (CCAI) is the only supported agent assist application. CCAI provides information to the agent that's relevant to the contact's concern, such as FAQs and knowledge base articles. It works with voice and CXone chat interactions.

Integration of Agent Assist Applications

When you want to use an agent assist application in CXone, you need to have the agent assist application set up with the provider. If you're using a CXone agent assist option such as AutoSummary or Copilot for Agents, see the online help for those applications. If you're using a third-party provider, see the appropriate documentation for your provider.

You can learn about the integration process in general, or about the specific needs of the agent assist application you're using. The online help for setting up an integration for each supported agent assist application provides information about the configuration requirements and steps to follow. There may be additional requirements for configuration in the third-party platform for some applications. Additionally, you can use more than one agent assist application at a time in CXone.

Integrating agent assist applications requires custom scripting. Your organization's CXone administrator, agent application administrator, and Studio script writer may need to coordinate to complete the integration.

Agent Assist Hub

Agent Assist Hub allows you to manage the connections between CXone and your agent assist applications. When you add a connection to an agent assist application, you provide the information CXone needs to communicate with that application.

Working in Agent Assist Hub is one step in the process of integrating your agent assist applications into CXone.