Surface knowledge automatically with the Genesys Agent Assist
Access to the following menu options:
- Admin > Roles/Permissions
- Admin > Queues
- Admin > Assistants
- Admin > Messenger configuration
- Admin > Messenger deployment
The following permissions:
- Assistants > Assistant > View
- Assistants > Queue > View
- Knowledge > All permissions
- Conversation > Suggestions > All permissions
Surface knowledge automatically
During a conversation with a customer, the Genesys Agent Assist automatically offers answers to customer questions, constantly searches the knowledge base, and presents the top suggested articles in the Genesys Agent Assist pane.
If the knowledge base includes any entries, which can be relevant to the customer’s questions, the Genesys Agent Assist automatically lists them. To copy the best answer to the message panel, click the Copy icon in the lower right corner of the response.
You can edit your message before you send it to the customer.
To return to the list of suggested articles, click the arrow icon at the upper left corner of the opened article.
For manual knowledge surfacing, see Surface knowledge manually with the Genesys Agent Assist.
Genesys Agent Assist Digital is compatible with the following channels:
- Web Messaging