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Talkdesk AppConnect: Installing Observe.AI Agent Assist

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Observe.AI Agent Assist is available for install! Here's a little information about Observe.AI Agent Assist:

Agent Assist automatically analyses every single call through Deep Learning algorithms and provides actionable feedback to call center agents to improve their productivity and quality thereby significantly improving customer experience. The supervisor can configure rules based on keyword, phrases, natural language and tonal signals to measure every single call on quality, compliance and customer experience. In real time, every call is converted to a high-quality transcript, analyzed using NLP models and the actionable intelligence is available for both agent and supervisor to act upon. The system can automatically redact any sensitive information like PCI, SSN, or PII from all recordings for compliance purposes.

For more information, please see their AppConnect listing.

 

Installation:

Users with permission to install apps can click "Install" from the AppConnect listing page. This will launch an installation wizard within Talkdesk. Please note that apps are installed for the account.

All users with the default Admin role have the ability to install apps. We recommend installing the app for all Admins so they can also launch and manage the app. Otherwise, you may want to create a separate "AppConnect Admin" role if you want to restrict this capability.

During the installation flow, select which users you would like to be able to access the Observe.AI Agent Assist app.

Since Observe.AI Agent Assist offers features that may be useful to the different roles within your call center, we recommend installing it for all account users.

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Data Access:

When you install Observe.AI Agent Assist, it will grant the app access to your account details, for a seamless integration.

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For more information about Observe.AI Agent Assist, please visit their website

 

Application Access:

By default, any user with the default Admin or Supervisor role will be able to launch the Observe.AI Agent Assist app once it is installed for those users.

For users with an Agent or custom role, please ensure that the AppConnect Applications permission is enabled from Admin > Roles so that the My Apps dropdown is visible to launch apps:

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Uninstall:

To uninstall Observe.AI Agent Assist for specific users, hover over the app in the My Apps dropdown to surface the settings management icon:

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From there, simply click Users and deselect the users whose access you want to revoke:

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To uninstall Observe.AI Agent Assist for the entire account, click the 'Uninstall app' icon at the bottom left.

 

Note: The application will be uninstalled for all users and any data or configuration will be deleted. This action cannot be undone!

 

Billing:

All applications come with a free 30-day trial.

Should you choose to purchase, it will continue month-to-month without any contract. App purchases will show up as an additional line item on your Talkdesk invoice.


 

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