Copilot: Smart Scripts

Talkdesk Copilot Smart Scripts ensure that contact center agents handle customer interactions more efficiently and consistently. They provide step-by-step guidance on how to solve customer issues, and can also automate agent processes by connecting with other systems.

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 a Copilot Smart Script

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

Add a Smart Script to your Copilot Flow in AI Launchpad

1. In your Copilot AI Flow, click the Enrich with AI models button [1].  

2. Select one of the existing models from the Smart Scripts section [2] or create a new model [3]. 

3. If you are creating a new model: add a “Name” [4], and (optionally) a “Description” [5]. Select “Talkdesk” as the model provider [6] and click Create AI Model [7].

4. Once your Smart Script model is selected, click Next [8].

5. Review your flow configuration and click All set! [9].

6. Click Go to My area [10].

 

Building the Script Flow and Content in Automation Designer

7. Select the “AI Resources” tab [11] and look for your conversational model. Then, click on the options and select Automation Designer [12]

8. This will open a blank Automation Designer canvas. Now you can build and publish your script flow.

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

 

Automation Designer Components for Smart Scripts

Smart Scripts can be used in the following components:

  • “Flow Trigger”: 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 “Get Started” as a training phrase for that intent.

  • Ask”: Use this component when you want to show an instruction and ask for agent input in free text. Add the instruction in the “Message” field and in “Capture”, select if you want to capture specific intents or entities from the agent input, or just store anything that the agent submits.You also need to select/create the variable in which the input will be stored. This value can be used to split the flow into several branches, or to customize the text in subsequent components.

  • Quick Reply”: Use this component when you want to show an instruction and ask for agent selection. 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 “Wait for contact answer” toggle 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.

  • “Say”: Use this component 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.

  • “Split Flow”: Use this component when you want to split the script flow based on the value of a variable. For example, if the caller is a verified customer, show instruction A, if not, show instruction B.

  • “Search Knowledge”: 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 present an article about global delivery times.

  •  “Execute Action”: 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”: 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).

Customizing a Smart Script using Studio variables (optional)

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, they will 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:

Customize script content, by replacing regular text with a reference to the given variable. Use the syntax: %{variable_name}.

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