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18

Introduction to Agent Assist and its GenAI Capabilities

18

Introduction to Agent Assist and its GenAI Capabilities

magic_button Large Language Models Agent Assist Sentiment Analysis
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2 hours Advanced

In this course you will learn how Contact Center AI Agent Assist can enhance the productivity of human agents while interacting with customers through the Chat channel

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info
Course Info
Objectives
  • Understand Agent Assist vision, its features, and limitations
  • Reflect on Agent Assist Architecture.
  • Understand smart reply feature along with cloud environment setup
  • Learn about Smart Compose feature
  • Learn LLM baseline summarization and the steps for implementation.
  • Learn about generative knowledge assist and integrating it with with GenAI agent
  • Understanding sentiment analysis and how to enable it
  • Learn about upcoming GenAI capabilities in Agent Assist.
  • Understand requirements for delivering an Agent Assist Proof of Concept
  • Understand the various phases of the delivery lifecycle.
Prerequisites

Virtual FAQ with data store agents
Audience
CAs/CDs, Cloud Architect, Telephony Eng, ML Eng, UI Eng, Program Managers
Available languages
English

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