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Release Notes | June 30, 2022 | Talkdesk Agent Assist

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On Thursday, June 30th, 2022, we will release the following new features and an enhancement to Talkdesk Agent Assist.

 

New:

  • Bookmarks: Agents can now bookmark recommended answers and quickly access them at any time without the need to search.
  • Transfer Assistance: By using Agent Assist, Agents will now have access to the full context of a transferred call, either from virtual or other human agents. 

Once the transferred call is accepted, the agent will be able to see the main highlights of the previous conversation, as well as the full transcription and also any recommended content from the Talkdesk Knowledge Base that may be helpful to handle topics brought up before the transfer was made.

 

Enhancement:

  • Improved User Experience: A new, research-based approach to the way Agents interact with Agent Assist, as it removes the need to navigate through different tabs. It keeps the focus of the user in real-time transcription, presents recommendations in a more seamless way, and highlights the search bar.
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