Agent Assist: Smart Scripts – Knowledge Base

Talkdesk Agent Assist Smart Scripts ensure that contact center agents handle customer interactions more efficiently and consistently. This feature also allows supervisors to monitor and track performance to guarantee agents follow the script, providing high-quality customer service.

Smart Scripts are designed to enhance the agents’ work by:

Presenting scripts in a conversational manner: scripts are presented step-by-step so that agents don’t need to scan through large diagrams.
Presenting scripts contextually: the tool will automatically detect intent and recommend the best script, without having to search for the right procedure when the customer comes up with a specific question.
Transforming a simple script into a powerful automation tool: creating shortcuts for common tasks, such as creating a Customer Relationship Management (CRM) record.
Automatically personalizing the script: using information collected before the call is answered by the agent via Interactive Voice Responses (IVRs), or other interactions to fetch customer data.

Through Automation Designer, admins can create multiple no-code script flows and take advantage of Talkdesk’s out-of-the-box integrations to automate tasks.

Creating an Agent Assist Smart Script

Smart Scripts use Artificial Intelligence (AI) models that can understand information captured during the interaction and use it to execute specific actions in the contact center.

To create a Smart Script, you’ll need to:

Create a new model in AI Launchp ad.
Customize the script flow and the content in Automation Designer.

Agent Assist is natively integrated with Talkdesk AI Launchpad and will automatically fetch the scripts and show them to the users mentioned in the AI Launchpad flow configuration.

Creating a New Model in AI Launchpad

1. Select the AI Resources tab [1] and click the Create AI Model [2] button.

2. Choose the BPA Conversational “AI Model type” [3], add a “Name” [4], and (optionally) a “Description” [5]. Select “Talkdesk” as the model provider [6] and hit Create AI Model [7].

3. Then, we’ll have to customize the script flow and content in “Automation Designer”. To do it, go to the “Builder” app, click Automation Designer, and select the automation that corresponds to the model you have created in AI Launchpad [8].

4. This will open a blank Automation Designer canvas. Now, build and publish your script flow.

Note: The available components are the same as those a user will have when building a Virtual Agent flow, but only some are relevant for Smart Scripts. For more information, please check the section Automation Designer Components for Smart Scripts.

5. Then, you’ll need to add the BPA model to your Agent Assist flow in AI Launchpad. Go back to the “AI Launchpad” app and click the “AI Models” onboarding card [9].

6. Then, select “Agent Assist”. On the next window, choose the AI flow to which you want to add the Smart Script. If you don’t have an AI flow, create one as described here.

7. From the list of available Smart Scripts, pick those you want to show to agents in the selected flow [10].

8. Click Next [11], review the information and finish the setup.

Customizing a Smart Script

It is possible to customize script content based on information collected via Talkdesk Studio™. Use this information to:

Adjust the script flow according to the information that you already have. For example, if the customer identity has already been validated in the IVR, then skip the authentication part of the script.
Adapt the content of the instructions shown to agents based on the data collected. For example, instead of showing a generic message such as “Please confirm the customer’s shipping address” show “Please confirm that the customer’s shipping address is [shipping address]”.

To customize a Smart Script, please proceed as follows:

1. In Studio, make sure that the variable you wish to use is exposed in context.

Note: Make sure that the variable names only contain lowercase.

2. Then, in “Automation Designer”, go to Variables and create a custom variable using the exact same name.

You can then use this variable to:

Split the flow, using the Split Flow component.
Customize script content, by replacing regular text with a reference to the given variable (use the syntax %{variable_name})

Automation Designer Components for Smart Scripts

Smart Scripts can be used in the following components:

“Flow Trigger” component: Use this component to initiate a flow. This component requires users to select an intent to trigger the flow. Add a new intent that will work as a flow trigger. Tip: We recommend naming the component using an expression that clearly states its purpose, such as “Start script” or “Trigger script”. Add the text “GetStarted” as a training phrase for that intent.
Quick Reply: Use this component when you want to show an instruction and ask for agent input. Add the instruction in the “Message” field and the answer options as a quick reply (add the same text in “Label” and “Postback message”). Enable the toggle “Wait for contact answer” and choose the variable where the answer will be stored, or create a new variable. This will then be used to split the flow into several branches, according to the answer given (see component below).
“Split Flow” component: Use this component when you want to split the script flow based on the value of a variable. For instance, if the caller is a verified customer, show instruction A; if not, show instruction B.
“Say” component: Use this component when you want to show a simple instruction in a script. This component only shows the instruction text that you add in the “Message” field. It does not allow the agent to provide any input. Therefore, the “Say” component is normally used in the last steps of each flow branch, when there is no further action required from the agent.
“Search Knowledge” component: Use this component to query the knowledge base (available through Talkdesk Knowledge Management™) based on a variable or a fixed value. For example, if the customer has inquired about “delivery time in Japan”, the flow will search for this expression in the knowledge base and pull an article about global delivery times.
“Execute Action” component: Use this component to leverage Talkdesk Connections™ in a flow. Use it to make an API call to an order management platform to verify the order status and then return this information to the agent.
“Function” component: Use this component to access and manipulate data using JavaScript code (e.g., adapt data to a conversational format and specify variable conditions, among other functionalities).

Assigning a Smart Script

When setting up a Smart Script using AI Launchpad, admins can edit the AI Flow where the Smart Script model is configured, as a way to customize the target audience of that script.

As you edit the AI flow, select the “Segment List” option^[a] to customize the assigned segment. You can assign to specific agents or ring groups, considering both call directions (inbound and outbound), or just one of them.

Assigning a Script to a Specific Call Flow using Studio

Alternatively, you can also assign a Smart Script to be shown in every inbound call for a given Studio call flow. To do it, please follow the steps below: