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Release Notes | March 18, 2021 | Talkdesk Agent Assist

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On Thursday, March 18th, 2021, we will release Talkdesk® Agent Assist™.

Agent Assist is a new product that blends into the phone interaction between agent and caller and transcribes it in real-time. Agent Assist recognizes the intent, and automatically provides the agent with recommendations, improving speed to resolution and handle time.

Depending on the words uttered, Agent Assist may recommend actions, such as matching knowledge base articles and other relevant content, or automations, namely the scheduling of an appointment in Salesforce or the opening of a product catalog page with all needed context.

 

What's Included

The product consists of Agent Assist, an agent-facing application that provides agents with recommendations, and Agent Assist Configuration, a configuration app that enables Administrators to connect external knowledge bases to Agent Assist.

The release includes the following main features:

  • Suggestions of knowledge base articles and answers.
  • Automations and shortcuts.
  • Full real-time interaction transcript powered by automatic speech recognition.
  • Integration with the most popular knowledge base software.

How to Install

If you wish to start using Agent Assist, please contact your Account Executive or Customer Success Manager.

For more information, please read our Agent Assist documentation.  

 

 

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