About Genesys Agent Assist
This documentation applies to Genesys Agent Assist. This feature is available worldwide. For Agent Assist Google CCAI, which is limited to North America region, see the Google CCAI integrations with Genesys Cloud documentation.
When an agent interacts with a customer, Genesys Agent Assist offers agents potential answers to customer questions. Genesys Agent Assist uses the assigned knowledge bases to provide responses to customer inquiries. Agents can surface knowledge automatically, or manually search the knowledge base for responses.
Set up Genesys Agent Assist
Familiarize yourself with the process with the help of the quick start guide. Learn the prerequisites, and how to set up Genesys Agent Assist.
Use Genesys Agent Assist
Read about the help options Genesys Agent Assist offers agents during live sessions.
- Locate the Genesys Agent Assist in the agent workspace
- Surface knowledge automatically with the Genesys Agent Assist
- Surface knowledge manually with the Genesys Agent Assist
- Give feedback on a Genesys Agent Assist response
- Best practices in Genesys Agent Assist
- Create a summary of a conversation with Genesys Agent Assist