Using Augmented Agent during the live chat
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.
- 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.
Perform the following activities in the Interaction Portal during the live chat:
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