Conversation Assist offers recommended bots and answers to your agents inline in their conversations with consumers, and on-demand within a dedicated widget.
When your agents take advantage of these just-in-time recommendations, they become more efficient and save time. What's more, their conversational outcomes are improved and more consistent. Conversation Assist can even help to reduce the time to onboard new agents.
You can set up bot and answer recommendations in just a few clicks.
Configure bots for Conversation Assist
Step 1: Configure bots for Conversation Assist
From the Conversational AI dashboard of applications, click Conversation Assist.
If it's your first time accessing Conversation Assist, you might see a window that introduces you to the application. Just click Get started in the window, and then click Got it at the next prompt. You'll be on the Recommendation Sources page at this point, which is good.
- If necessary, click Recommendation Sources at the top of the page, and then select the Bots tab.
- Click the Refresh button over on the right. This syncs with Conversation Builder and shows you the available bots. Any bots that are connected to active agent connectors should now be visible here.
- Recommendations are tied to skills, so you must assign skills to the bots before the bots can be offered to human agents during conversations. Earlier, you assigned an "Agent" skill to the logged-in human agent; this is what needs to be assigned for these two bots to be recommended.
- Assign the "Agent" skill to the Seating Bot:
- Beside the bot, click the edit button(Manage source) icon.
- In the Manage recommendation source dialog, change the Status value to "ON," enter a description for the bot, and add the "Agent" skill.
5. Click Save.
6. Repeat the process for the previous step to change the status of the Booking Bot, enter its description, and assign the Agent skill to it.
Step 2: Configure the KB for Conversation Assist
- Still on the Recommendation Sources page, select the Knowledge Bases tab.
- Follow the steps that you used for the bots: First click to sync with KnowledgeAI. Then change the Status of the Airline FAQ knowledge base (KB) to ON, and assign the Agent skill it. For the purpose of this tutorial, we're relying on the default values for several settings, e.g., the Max # of recommendations to offer at any one time.
Ready to move on to the next set of capabilities? Click here to proceed.
