Enabling Augmented Agent components
There are two types of Augmented Agent components: Augmented Agent for suggested replies, and the Augmented Agent Assistant. The Augmented Agent for suggested replies fetches responses from common phrases, page push entries, and knowledge articles and discussions, and the Augmented Agent Assistant sends a form to customers to fill out during their live chat session, to collect necessary information.
To configure the components of Augmented Agent, perform the following steps:- In the navigation pane of App Studio, click .
- Under Settings: Chat and messaging, click the Augmented Agent tab to view the Augmented Agent settings.
- To enable the Augmented Agent Assistant component, so that you can send a form
to a customer's chat window during a live chat interaction to collect data,
select the Enable Assistant check box.
When you enable the Augmented Agent Assistant, it becomes available for all service cases. To disable the Augmented Agent Assistant for a specific service case, or an individual case, see Disabling the Augmented Agent Assistant.
- To enable the Augmented Assistant component that suggests automated responses
to the CSR, select the Enable suggested replies check
box, and then configure which suggested reply features to support. When you select the Enable suggested replies check box, you can see the following options:
- Common phrases
- Page push
- Knowledge articles/discussions
- Suggest content to agents at
- Allow auto-response
- To include common phrases in the replies that Augmented Agent suggests to the CSR, select the Common phrases check box.
- To include page push entries in suggested replies, select the
Page push check box.When you enable this option, the CSR can redirect customers to a pre-determined destination, such as a web page or a help site, during an interaction.
- To include Pega Knowledge articles in the suggested replies, select Knowledge articles/discussions check box.
- To set the confidence threshold score for the replies that the
Augmented Agent suggests to CSRs, move the Suggest content to
agents at slider.
- To make Customer Decision Hub send automatic suggestions as responses when the confidence threshold for an automatic response is reached, select the Allow auto-response check box.
- To set the confidence threshold score that triggers the automatic
responses, move the Respond to end-users automatically
at slider.When you select the Allow auto-response check box, the agent automatically sends replies to the end-user as the accuracy of the suggested replies increases, and the confidence level exceeds the specified threshold.
- Click Save.
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