Agent Assist Profiles

An Agent Assist Profile defines how the assistant behaves during a live customer interaction. Profiles can be configured from the OCP Console and are used to link key components such as the NLU model, ASR grammars, VB profile, and Orchestrator flows.

Profiles are required in order to invoke Agent Assist through the NICE CXone integration, GENESYS Pure Cloud integration or other supported CCaaS platforms.

Agent Assist profiles:

• Custom Profiles – Fully configurable. Suitable for advanced use cases and testing.

Creating a profile is a prerequisite for enabling Agent Assist.

Create a Custom Profile

1. Go to OCP Console → Agent Assist.

2. Click the Create Profile button → Custom.
   

   

3. Fill in the General Info settings:
   

   

   • Name -Enter a unique profile name.

   • Group - Select the group this profile applies to.

   • Domain - Select the application domain (e.g., Banking, Retail, etc.).

   • Locale - Select the appropriate locale (e.g., en-US, fr-FR).

   • Description - Add a short summary of the profile. (Optional)

4. Fill in the NLU Model settings:
   

   

   • Select the NLU Model configuration mode:

     • Global - Use a Global NLU model throughout (Default)

     • Multi-Channel - Select a different NLU model for the Caller and the Agent. This may be necessary when we require different NLU annotations for the agent and caller due to business logic.

5. Fill in the ASR Grammar settings:
   

   

   • Select the ASR Grammar configuration mode:

     • Global - Use a common ASR Grammar throughout (Default). Type the ASR Grammar name in the corresponding field, for example, en-US.Banking.

     • Multi-Channel - Select a different ASR Grammar for the Caller and the Agent. This may be necessary when we require a different or lighter ASR Grammar for the agent and caller due to business logic

   • Click the Next button to proceed to the next configuration step: Assign Intents.

ASR Grammars are provided by Omilia. Contact the Customer Service Desk if you require a global or a custom ASR Grammar. An indicative list of available Custom Grammars is available in the Manage Languages Tab - Custom Grammars page.

Use only letters, numbers, and underscores (_). No spaces or special characters allowed.

Voice Biometrics is currently unavailable for Agent Assist.

6. Assign the Intents:
   

   

   • In the Available Intents list, select one or more intents to assign.

   • Use the Search Intent bar to quickly locate specific intents by name.

   • In the Flow ID section on the right, locate the flow to which you want to assign the intent.

   • Click the blue clip icon on the desired flow to attach the selected intent(s).

     You can assign multiple intents to the same Flow ID.

7. To unassign an intent, click the cross button next to intent.

8. You may configure multiple Flow IDs and assign intents separately to each one.
   

   

9. Click the Next button to proceed to the next configuration step: Review Profile.

10. Before creating the profile, review all configuration details on the Review Profile screen.

11. If all information is correct, click the Create button to finalize the profile.

    To make changes, click Cancel or navigate back using the stepper.
    

    

Manage Agent Assist Profiles

Once a profile is created, it is displayed in the list on the Agent Assist page as a card.

Each profile card includes:

• Profile name

• Profile type

• Group

• ASR configuration: Global or Multi-Channel

• NLU configuration: Global or Multi-Channel

• Description (if available)

Manage Profiles

To manage an existing profile:

1. Click the Menu icon (three vertical dots) on the top right of the profile card.

2. Select an action from the list:

   • Edit – Modify the profile's configuration.

   • Copy ID – Copy the profile’s ID.

   • Delete – Permanently remove the profile.

Edit Profiles

Click on the Menu → Edit button of the profile to edit it. The parameters you can edit are:

• Name of the profile

• ASR Grammar options

• Intent Assignment

Click the Update button to apply the changes or the Cancel button to revert to the existing Profile Configuration.

Create Additional Profiles

To create another profile:

1. Click the Create Profile button in the top-right corner and select a type of profile.

2. Follow the steps to configure a new Custom profile.