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Agent Assist: Overview

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Make every agent your best agent with Agent Assist.

With Agent Assist, the struggle to find the right answer is finally over - agents will be able to provide the most accurate, on-the-spot answers to your customers’ inquiries.

Agent Assist is Talkdesk’s intelligent advisory tool that listens, analyzes speech, understands customers, and guides agents by providing them with the most relevant articles from your knowledge base, increasing their productivity while reducing effort.

Using native Natural Language Understanding (NLU) and Natural Language Processing (NLP), Agent Assist helps with automatic data input, transcribes and inspects speech in real-time, detecting the intent of the caller and providing the agent with a direct response. By connecting multiple systems, the time agents spend juggling between different platforms, while looking for information, is reduced.

 Note: This tool is available in different languages. For more information about them, please consult the "Talkdesk AI - STT Languages" PDF attached at the bottom of this page.

 

Accessing Agent Assist

Once Agent Assist has been installed, depending on the type of installation chosen, it can be  accessed in one of the following ways:

  • Web application - through the Talkdesk main web application.
  • Local application - installed on the agent’s computer. 

Web Application Access

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1. Once logged in to Talkdesk, go to My Apps [1] and then click on Agent Assist [2]. The application will open immediately and is ready to be used.

 

Local Application Access

 

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1. Once the local application icon has been clicked, log in by entering your account name and clicking Submit.

2. On the confirmation window that is displayed, click Open. The application is ready to be used.

 

Using Agent Assist

Once Agent Assist is installed, all calls received will be listened to and processed by the application, even if it is not open.

If the agent opens the application, it will then be possible to see the spoken dialogue being transcribed in real-time, as well as the suggestions presented in Agent Assist’s interface. The caller, however, does not have visibility of the transcript nor the application.

 

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Agent Assist can automate processes and, while listening, it collects relevant information such as a date or location, and populates the respective fields, making it easier for the agent to book an appointment or perform a web search, as seen in the example below:

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During the course of the call, Agent Assist will detect casual conversation, greetings, and farewells, but it will only present suggestions based on keywords and context; although every conversation is analyzed in the background, transcriptions and article suggestions will only take place when relevant words are uttered by the caller or the agent.

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You can decide how to configure the suggested articles’ presentation settings. Depending on your preference, articles can be opened in a new browser tab or within the Agent Assist application. If the latter is chosen, the article will be displayed in Agent Assist as shown below. 

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In case that the dialogue during the call focuses on keywords that are not directly related to articles in your knowledge base, the application will not make any suggestions to the agent.

Similarly, when a change in conversation occurs, the application will remain listening, but will not present additional suggestions until it detects new keywords in the conversation, which provide specific context.

It is worth noting that call data is neither saved nor stored. A new incoming call, either from a new or previous contact, will clear the transcriptions and recommendations on the agent’s screen and only the new interaction dialogues will be displayed.

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