Talkdesk AI Trainer™ enables clients to automate their contact center in a better and faster way. It allows agents and supervisors to improve the suggestions agents get on their screens during a call, by reviewing sentences and intents and improving AI (artificial intelligence) model through clicks, rather than code.
An AI (artificial intelligence) model is a mathematical algorithm that is “trained” using data and human expert input, to replicate a decision an expert would make when provided that same information.
With AI Trainer, you can improve your agents' suggestions, on their screen, during a conversation when using other products such as Agent Assist, Guide, Interaction Analytics, or Virtual Agent. Admins and Supervisors can review sentences and add improvements to them, thus training the system to better understand the speech intents and the words’ meaning.
The system also ensures that multiple agents can work together to develop a consensus relating to a correct update, allowing supervisors to focus on reviewing suggestions and deploying the right update.
Prerequisites
Before accessing the AI Trainer app, please make sure that your CSM or Solutions Consultant has enabled the app and gave you access to it.
To benefit from using AI Trainer, you need to configure the required AI models.
To ensure this step is done, please talk with your CSM or Solutions Consultant to enable integrations and models.
Accessing and Managing the App
To access AI Trainer, please follow these steps:
1. After logging in as Admin, select My Apps [1]. A pop-up window appears.
2. Click on AI Trainer [2].
Configuring access and permissions
To manage which team members have access to AI Trainer, please follow these steps:
1. After logging in as Admin, select My Apps [1]. A pop-up window appears.
2. Click on AI Trainer [2].
3. Select the desired users or groups [3].
4. Click Save changes [4].
Accessing the app
By clicking on the AI Trainer icon in My Apps, you will be taken to the AI Trainer home page where, if the prerequisite setup is done, you should see models available to be trained.
When all configurations are done, you can start taking advantage of AI Trainer.
For additional support, please contact your Customer Success Manager or Talkdesk Support.