Genesys Agent Assist (EE31) for Genesys Cloud

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This topic is part of the manual Genesys Cloud CX Use Cases for version Current of Genesys Use Cases.
Monitor conversations between the customer and agent to surface contextually relevant knowledge and FAQs.

What's the challenge?

Many customers prefer to use self-service options. But when they need to speak to someone, they expect that person to know all about their journey and how best to help them in real time.

What's the solution?

Provide live transcripts of the conversation, and relevant real-time knowledge suggestions on the agent's omnichannel desktop.

Use Case Overview

Story and Business Context

A positive customer experience relies on the ability of the company or provider to answer a customer's request, provide excellent service, and deliver on the requested outcome. Contact centers are often the single point of contact for customers, and it is critical that agents properly and effectively handle these interactions. Agents must navigate knowledge and FAQs to find answers and resolve customer inquiries - which takes time that could be better spent on activities that improve customer service or sales outcome.

With Agent Assist, companies can rely on the power of artificial intelligence (AI) to display a real-time transcription of the voice call and to present relevant and timely suggestions to the agent. The agent spends time assisting the customer based on the suggested results, rather than digging for information. To improve the knowledge base for future use, an agent may verify whether the suggestions that Google Contact Center AI (CCAI) returns are relevant.

Use Case Benefits*

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry, lines of business or Genesys product line:

Use Case Benefits Explanation
Improved Employee Satisfaction Agents tackle more complex business inquiries with AI assistance.
Improved Employee Utilization A constantly-evolving knowledge base trains agents in real time.
Improved First Contact Resolution Present relevant suggestions in real-time to help the agent resolve the caller's inquiry.
Reduced Handle Time By empowering agents to more effectively provide answers, callers enjoy a quicker, more positive experience.
*You can sort all use cases according to their stated benefits here: Sort by benefits

Summary

“During a call between a customer and an agent, to assist the agent, Genesys Cloud Agent Assist presents relevant, real-time suggestions to the agent in their desktop. Agent assist provides contextually relevant knowledge suggestions, such as answers to frequently asked questions to the agent in real time. The knowledge empowers the agent, provides the right information at the right time, and enables the agent to provide better support to a end-customer.


Use Case Definition

Business Flow

Proactive Knowledge Surfacing

Business Flow Description

  1. Genesys connects the user to the live agent.
  2. The agent sees the context (for example bot intents and slots) of the users journey in the agent desktop.
  3. Genesys Agent Assist monitors the voice conversation.
  4. During the voice conversation, the following happens:
    • Real-time audio of the voice interaction is streamed to Google Agent Assist service.
    • Agent Assist displays the real-time transcription of the voice call.
    • Google Agent Assist service returns real-time knowledge suggestions.
    • The suggested content is displayed to the agent automatically in a live stream of suggestions during the conversation.
  5. The agent can do the following with the live stream of suggestions:
    • Click to expand the suggested content or click the address to open the full knowledge base article (BL1).
    • Read the suggested content directly to the customer or use it to assist with the interaction (BL2).
    • Share the recommended content by email, SMS, WhatsApp or other channels*.
  6. The agent can rate (upvote/downvote) to improve the AI suggestions model over time. The more that Agent Assist is used and content rated by agents, the better the suggestions will be in the future. (BL3, BL4).

* Sharing content - future.

Business and Distribution Logic

Business Logic

BL1: Review knowledge: The agent performs a high-level assessment to ensure the information returned from Agent Assist is appropriate and relevant to the current conversation.

BL2: Leverage knowledge: The agent communicates relevant information to the end-customer, or they use the information to perform the required "back-end" actions to resolve the customer issue.

BL3: Rate knowledge: Agent assist may provide an agent with multiple pieces of information during the interaction. Agents should rate the information using the thumbs up / thumbs down buttons to verify as relevant or irrelevant. Any information not rated will be checked as Unspecified.

BL4: Resolve issue or continue conversation: If the end-customer issue is not adequately resolved, the agent continues the conversation with the end-customer to trigger Agent Assist to surface additional information. If Agent Assist is unable to provide appropriate information to resolve the end-customers issue, Agents should follow their corporate escalation policy to ensure that expectations are fulfilled.

Distribution Logic

Since the end-customer is already speaking with an agent in real time, any subsequent call steering is likely to be manually directed by the agent.

User Interface & Reporting


Agent UI

There is no applicable content for this section.

Reporting

Real-time Reporting

There is no applicable content for this section.

Historical Reporting

There is no applicable content for this section.

Customer-facing Considerations

Interdependencies

All required, alternate, and optional use cases are listed here, as well as any exceptions.

All of the following required: At least one of the following required: Optional Exceptions

Inbound

Workforce Engagement

None

Self-Service and Automation

None


General Assumptions

Customers and/or Genesys Professional Services are responsible for managing and uploading their own knowledge base content into Google Cloud to be used by Agent Assist, using Google Dialogflow's Knowledge interface.

Customer Responsibilities

  • Establish and manage a Google Cloud Platform Account.
  • Google dialogflow's knowledge interface (for uploading or pointing to knowledge base).




Document Version

  • Version v 1.0.0 last updated June 1, 2022