How to Use Agent Assist
What is Agent Assist

Comm100 Agent Assist is an AI-powered virtual assistant that helps improve agent work efficiency by providing them with high-quality answer suggestions and generating a quick summary for chats and tickets. 

After Agent Assist is enabled and properly set up, it provides suggestions for customers' queries based on its answer sources, so that you can choose and send answers quickly without the need to search manually.

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For all chats and tickets, Agent Assist can generate a quick summary based on the chat transcript or ticket communication history, allowing other team members to learn the chat or ticket quickly. When checking history chats, admins can also use Agent Assist to get a quick glimpse.

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This article introduces how to use Agent Assist suggestions and its summarization function.

Note: 
  • To learn more about how to set up Agent Assist, see this article.
  • Agent Assist suggestions work for Live Chat and all Ticketing & Messaging channels except Email. 
Use Agent Assist Suggestions

After proper setup, Agent Assist suggestions appears automatically in the chat or ticket replying area on the Agent Console when a question is asked. You can use Agent Assist suggestions in the following ways.

  • Mouse over the suggestion to preview the answer.
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  • Click the suggestion to adopt an answer. You can edit the answer in the replying area before sending it out. 
  • Double-click a suggestion to send it out directly. 
  • Choose the message for which you want Agent Assist to show suggestions. If visitors send multiple messages in a row, mouse over the question for which you want responses and click the Show Agent Assist Suggestions option.
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  • Add a question to Agent Assist learning to train it. If you want Agent Assist to learn answering a new question, mouse over the question and click the Add the question to Agent Assist Learning button.
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  • Search for the answer in your integrated Knowledge Base.
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    Note: 
    • To learn more about Agent Assist learning, see this article.
    • To learn more about integrating Live Chat with Knowledge Base, see this article.
Use Agent Assist to Generate a Summary

Agents and admins can use Agent Assist to summarize both chats and tickets. 

Use Agent Assist to Summarize Chats

Agent Assist can summarize both ongoing chats and ended chats.

  • For ongoing chats and chats that have just ended, agents can let Agent Assist make a summary from the Agent Console.
  • For history chats, admins can use Agent Assist summarization from the Control Panel.

Use Agent Assist from the Agent Console

To generate a summary for ongoing chats or chats that have just ended, follow these steps:

  1. In the chat window, click the Wrap-Up tab.
  2. In the Comment area, click the Let Agent Assist make a summary button in the upper right.
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    A quick summary of the chat appears in the Note area.
  3. Edit the generated summary as needed, and click Save.

Use Agent Assist from the Control Panel

To generate a summary for history chats, follow these steps:

  1. Log in to the Comm100 Control Panel, and navigate to Live Chat > History > Chats.
  2. For the chat you want to summarize, click Details. The Transcript Details page appears.controlpanel.png
  3. In the Agent Wrap-Up box, click the edit button, then click Let Agent Assist make a summary.
    SUMCP1.png
    A quick summary of the chat appears.
  4. Edit the generated summary as needed, and click OK.

Use Agent Assist to Summarize Tickets

Agent Assist can summarize tickets based on the communication history. To generate a summary for tickets, follow these steps:

  1. In the replying area of the ticket, click the Note tab.
  2. Click the Let Agent Assist make a summary button in the bottom left. A quick summary of the chat or ticket appears in the Note area.
  3. Edit the generated summary as needed, and click Send to share it with other team members.
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