Augmented Agent provides personalized, emotion-based responses to customers in a live chat session by using Al. The agent facilitates the job of the customer service representative (CSR) by suggesting relevant, empathetic responses to customer queries during the chat session.

Before you begin:

• Create a self-service application. For more information, see Creating a self-service application.
• Configure the web chatbot for the self-service application. For more information, see Configuring the Web Chatbot.
• Enable queues and make them available in the Interaction portal.

When configuring the web chatbot, add case types to the bot and add matching phrases on the Text analysis tab, so that customers can readily access those cases. For example, to request a copy of their financial statements. If you have the Statement Copy case type, and if the customer enters the words request a statement, then the system displays a dialog box asking for their credentials (because this case type requires authentication). Similarly, customers can enter escalate or chat with agent to chat with the CSR. Note: CSRs and managers with admin credentials can perform the activities described in this section.

Perform the following activities in the Interaction Portal during the live chat:

• Using common phrases for suggested replies during the live chat
• Using page push during the live chat
• Using knowledge articles during the live chat
• Using Augmented Agent Assistant with a case type