Agent Assist enables the creation of custom automations through integration with the customer’s systems and websites, allowing agents to perform actions from within Agent Assist.
The information captured during the call automatically populates the different fields and data required for the automation, so the agent does not have to manually enter any data.
During the conversation between the caller and the agent, Natural Language Understanding (NLU) is used to pre-fill the fields of a data collection form available in Agent Assist. This content will be used to map and complete the necessary URL information needed to perform a redirect to a customer’s website or internal URL.
When agents click on the Submit button, they are taken to the URL specified in the automation and the information is retrieved.
If you wish to start using automations in Agent Assist, please get in touch with your Customer Success Manager (CSM), and we’ll configure this feature for you.