On Monday, October 4th, 2021, we will release a new feature to Talkdesk Agent Assist™.
- Timeline entity highlights: Agent Assist can now display entity highlights on the timeline view. Entities are words or expressions detected in the conversation that are categorized by the AI model (examples of categories could be account or order numbers, product names, and references or contact details). They are mapped via AI Trainer, where their designations are also customized. The goal of highlighting entities is to ease the cognitive load for agents when scanning through the information given by the customer and avoid the need to request customers to repeat themselves. In the example below, a location entity (“Geo-city”) is highlighted: