Agent Assist basics

This document is a basic guide to Agent Assist resources. More details about the resources described here can be found in the reference documentation . We recommend that you familiarize yourself with this guide before diving into Agent Assist.

Conversations

A Conversation is a resource that represents an exchange between two or more participants . Every time a conversation participant's utterance is passed to Agent Assist as part of a Conversation resource, a messageis created and stored for the conversation.

Conversation profiles

Each conversation is created using a conversation profile. Each conversation profile contains a set of parameters that control the suggestions provided to the human agent during a conversation. You can also configure a conversation profile for use with a virtual agent , which autogenerates a reply to the end user.

You can create a conversation profile either by using the Agent Assist Console or by calling the API directly .

Participants

Each conversation can have the following participants :

• END_USER : Participant is an end-user. This is the person the agent is conversing with.
• AUTOMATED_AGENT : Participant is an automated agent .
• HUMAN_AGENT : Participant is a human agent.

Virtual agents

Dialogflow agents are virtual agents that you can build and configure for conversations with your end-users. You can design your system so that end-users initially interact with a virtual agent before being escalated to a human agent. You can use either a Dialogflow ES or Dialogflow CX agent.

Conversation stages

A conversation with an end-user has multiple stages:

1. Connection stage: The end-user initiates a chat dialog.
2. Virtual agent stage: The end-user is connected to a Dialogflow virtual agent . The virtual agent communicates with the end-user and attempts to resolve all issues and requests. You can set up your system to bypass the virtual agent and handoff stages.
3. Handoff stage: If the virtual agent cannot resolve all end-user issues, the conversation is handed off to a human agent.
4. Agent Assist stage: The end-user is connected to one or more human agents. Agent Assist supplies real-time document and response suggestions to the human agent that are relevant to the conversation.
5. Termination stage: The end-user is disconnected from the text chat.

Agent desktop

To implement Agent Assist for text-based conversations you must integrate the Agent Assist API into your agent desktop.