18
Introduction to Agent Assist and its GenAI Capabilities
18
Introduction to Agent Assist and its GenAI Capabilities
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
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