Agents working in a call centre may sometimes need assistance/guidance or information during a conversation that will help them maximise a sale, resolve an issue quicker or confirm that what is being shared with a customer is accurate.
By utilising the Omni Channel Engagement Hub, agents have access to productivity tools which not only enables them to use agent scripts but also allows them to utilise the smart assist feature.
Smart Assist utilises an internal bot (created using the azure bot framework) to pull information from internal and external sources during a conversation in order to provide valuable assistance to an agent. Examples of where the smart assist feature could be used are:
⁃ The agent or customer mentions than an appointment needs to be created will enable the smart assist bot to show a card allowing the agent to automate the creation of the appointment. This reduces the number of clicks required by the agent and also enabled the necessary fields to be populated using information available within the conversation’s context.
⁃ The customer poses a question which has available knowledge articles which may assist the agent, the smart assist bot will display the knowledge articles found enabling the agent to select the appropriate article and send it to the customer or review the article for context. This again removes the need to browse to the case form or knowledgebase search screen as the information is pushed to the agent.
⁃ If the customer is eligible for a special deal, the smart assist bot is able to display promotions that the customer is eligible for. This enables the agent to cross/up sell or offer services/products based on campaigns/segments the customer may be a part of.
The Omni Channel Engagement Hub relies mainly on configuration in order to provide features such as the agent scripting, chat to voice video escalation and even the setting up of the chat channel. However, the smart assist feature will require development and knowledge of bot development. In my next post, I’ll dive into the creation of a smart assist bot.
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This is awesome, I’m in a project where we are looking at how the agents can search in multiple entities when using the omnichannel. I will consider this option. Thanks 🙂
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Awesome article…I’m working on Smart Assist (AI-suggested knowledge articles and similar cases in Customer Service workspace), where I’ve enabled the productivity pane. turned on the “Enable similar case suggestions” and “Enable knowledge article suggestions” in Customer Service Hub but I do not see the Smart Assist in Omnichannel for CS or Customer Service Workspace. Could you please help?.
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You need to assign your user the Customer Service representative role – even if you are system admin. This will allow you to see the productivity pane.
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