To configure Talkdesk Agent Assist™ for the first time, or to update its setup, you can leverage the following Admin tool: Talkdesk AI Launchpad.
AI Launchpad allows you to define the transcription languages which will empower Agent Assist capabilities, such as knowledge suggestions, automations, or after-call work accelerators.
Agent Assist real-time transcriptions are disabled by default upon a new contract or a contract renewal if Agent Assist wasn’t priorly installed in your account. To enable it, you can use AI Launchpad and select different languages, as well as the situations to which these configurations apply, i.e., to define whether the same language is used by all the agents, or only by a specific ring group or number, and define even which call direction(s) you’d like to blanket with live transcription.
If your account has Agent Assist or Agent Assist Premium, in very exceptional situations in which you are unable to configure the language selection in AI Launchpad due to voice routing or other complexities, you can also set up this step in Talkdesk Studio™. To enable this feature, please reach out to our Support team or your Customer Support Manager (CSM), so as to provide you with further assistance.
Bear in mind, however, that our recommendation is to use AI Launchpad to make this configuration.