Best practices in Genesys Agent Assist
This article lists the best practices to use Genesys Agent Assist.
Description
Sometimes Genesys Cloud does not generate the summary after the conversation.
Instructions
- Conversation’s length is not sufficient.
Conversations can be too short and too long. A conversation has to consist of a few sentences with unique words, so Genesys Cloud would be able to extract a meaningful summary. Currently, if the conversation is too long (longer than about 15-20 minutes), Genesys Cloud does not generate a summary.
- The agent did not activate the Genesys Agent Assist panel during the conversation.
Agents must navigate to the Genesys Agent Assist panel at least once during an interaction, before they end the interaction, so Genesys Cloud would be able to create a summary. You can set the Genesys Agent Assist panel as default to help this process. For more information, see Specify default panels for agent interactions.
Description
When you copy an article with hyperlinks to the chat from Genesys Agent Assist, only the embedded text shows up in the chat box.
Instructions
Before you copy an article with a hyperlink in the chat box, you must manually copy and paste the hyperlink itself into a bracket after the link text.
Description
To improve knowledge article recognition for automatic surfacing, Genesys recommends that you add training phrases to your knowledge articles.
Instructions
Phrases are alternative ways of to express the same intent.
The knowledge base automatically learns more phrases to existing questions. You can add other phrases to an existing question and answer article, which accelerates the learning process and optimizes your knowledge base. For more information, see Add phrases to a knowledge base V2 article.
Description
To improve knowledge article recognition for automatic surfacing, create unique titles and unique extra phrases.
Instructions
For more information, see Add phrases to a knowledge base V2 article.
Genesys recommends that you to make sure that the surfaced articles are at least 50% relevant to the conversation (utterance). For more information, see Test queries in a knowledge base V2 article.
Description
Currently, agents must navigate to the Genesys Agent Assist panel after starting a conversation, as it doesn’t start automatically.
Instructions
If you want the Genesys Agent Assist panel to show up when the conversation starts, you can set it as a default panel in the Panel Manager. For more information, see Specify default panels for agent interactions.
Description
During voice conversations, Genesys Agent Assist relies on the transcribed conversation to suggest knowledge articles, and to present the agent with a quality summarization after the interaction.
There are two ways to improve this transcription via API.
Instructions
- Dictionary Management
If you conclude that certain business-, or domain-specific words do not transcribe correctly, create a dictionary of the problematic terms to help the transcription. For more information, see Voice transcription – What is dictionary management?
- Determine how you want the numbers presented
If you conclude that numbers are spelled out and you want them presented in numeric form, you can manage numbers via the Notifications API. Developers, who use the Notification API for voice transcription, can now see normalized numbers and digits instead of the digits spelled into words. This feature applies only to English dialects and English (Indian) (en-IN). For more information, see Notifications APIs in the Developer Center.
