Agent Assist

Agent Assist Overview

Agent Assist (AA) is a real-time support tool that enhances agent performance during customer interactions by providing dynamic suggestions, automated actions, and contextual knowledge search. It is designed to reduce agent cognitive load, shorten response times, and ensure consistency across all conversations.

AA operates as an extension of the OCP platform, integrating Natural Language Understanding (NLU) models, orchestrator flows, and knowledge base resources to support voice or chat interactions in real time.

The core functionality includes:

• Live transcript monitoring: Continuously processes the active conversation.

• Intent-based response suggestions: Uses trained models to detect customer intent and suggest responses or actions.

• Knowledge search: Retrieves relevant knowledge base content based on detected keywords or context.

• Agent Widget integration: Provides a responsive, UI-based interface within supported CCaaS platforms (e.g., NICE CXone, GENESYS).

Agent Assist is deployed as a widget integrated in the agent desktop and configured through AA Profiles in OCP Console.

Agent Assist Features

• Profiling
  Each Business can set their own profile choosing their domain specific NLU and ASR, along with Business Flows linked to Intents depicting the Business logic.

• Intent Detection and Routing
  Detects user intent using integrated NLU models. Each intent routes to a corresponding Business Flow, enabling real-time suggestions, API calls, or knowledge queries.

• Knowledge Base Search
  Performs real-time knowledge base searches triggered by customer input. Retrieves and displays responses through Retrieval Augmented Generation (RAG), based on data and Business Logic provided by the Client

• Live Transcript Monitoring
  Displays the ongoing conversation transcript in the widget. Highlights detected intents, recognized entities, and matched keywords with visual cues.

• Next Best action
  This indicates a suggestion for the agent regarding the next action item and a summary of completed actions, presented in a panel that illustrates the complete business flow.

• Integration with NICE CXone
  Embeds Agent Assist in the NICE Agent Assist Hub. Uses NICE-specific APIs for streaming and UI rendering. Support for other CCaaS platforms is planned in future versions.

• Integration with GENESYS Pure Cloud
  Through the Audiohook integration , Genesys Cloud Developer Center, we receive the audio from both channels (Agent and Caller).

• Streamlined Console Configuration
  Manage all settings, including profile types, NLU links, Business flows, and knowledge base connections directly in OCP Console.

• Call Summarization
  This service summarizes the conversation between the caller and agent immediately after the call ends.