Utilisation and Adoption Workshop Series

Introduction to Agent Assist on Genesys Cloud: Learn how to unleash Agent Superpowers

Learn how to empower all your contact centre agents to perform like your very best agents using Genesys Agent Assist to enable agent “superpowers” and deliver consistently better experiences via:  

• Smart Advisor which uses Conversational AI for automatic, real-time knowledge surfacing to guide digital and voice-based interactions and post-interaction automation. 
• Robotic Process Automation (RPA) which automates and standardizes repetitive tasks. 
• Seamless integration into the agent experience 
• Integrated and supported by complementary Genesys AI capabilities (Predictive Engagement, Predictive Routing, etc.) 

Our Agenda:

• Overview of Agent Assist for Voice and Digital Interactions
• Customer Use Case Examples
• Demonstration of Agent Experience
  • Surface knowledge manually and automatically
  • Give feedback
  • Create a summary of a conversation
• How to set up Agent Assist
  • Create a Genesys Agent Assist role
  • Configure Contact Centre Assistants
  • Configure Knowledge Articles, Categories, and Labels
• Q&A Throughout
• Summary of Available Resources