Description
The following features are supported in voice conversations:
- Conversation Assist can offer answer recommendations to the agent based on the intent in the consumer’s utterance. The recommendations are based on the knowledge base-level configuration rules that you set up. (Bot recommendations aren’t supported.)
- Agents can also look up answers on demand.
- Agents can mark recommendations as used (click the Use button), so this info appears in reporting. This info helps you to understand exactly who’s using what. The existing reports have been updated to indicate whether the recommendation occurred in the context of a messaging or voice conversation.
- Agents can provide “thumbs up” and “thumbs down” feedback on recommendations. This info helps you to understand which answers need optimization.
Related Links
Check out Release Notes here.
Status
Live
