About Agent Assist Google CCAI

  • Genesys Cloud 将于 2024 年 1 月 24 日停止开发和支持 Google Agent Assist 产品。 在 2024 年 8 月 31 日生命周期终止 (EOL) 日期之前，客户仍然可以使用该功能。
  • 希望将 Google CCAI Agent Assist 与 Genesys Cloud 结合使用的客户可以使用替代产品 AI Connect for Google，该产品由 Genesys Innovations Team 正在开发，并将于 2024 年 5 月 31 日或之前上市。 如需了解更多信息，请联系ps_expertapps_sales@genesys.com 。
  • 本文档适用于 Agent Assist Google CCAI。此功能仅限于北美地区。 对于全球范围内可用的 Genesys Agent Assist，请参阅 Genesys Agent Assist 文档。

Agent Assist Google CCAI provides the real-time transcription of a customer call and knowledge suggestions that update automatically based on the context of the conversation. 知识建议包括常见问题解答或知识文章建议，这些建议可以使客服人员更高效、知识更丰富，并改善整体客户体验。

Understand Agent Assist Google CCAI

Learn about Agent Assist Google CCAI. Review permissions and procedures required for an Agent Assist Google CCAI implementation, and GDPR compliance information.

Configure Agent Assist Google CCAI

Administrators perform these Agent Assist Google CCAI setup tasks for agents.

Work with Agent Assist Google CCAI

Agents use Agent Assist Google CCAI to get real-time assistance based on their interaction with customers. Instead of searching for information by themselves, they can focus on the ongoing conversation while Agent Assist Google CCAI displays a transcription and provides FAQ and knowledge article suggestions. You can filter the queues enabled with Agent Assist Google CCAI to view the associated interaction data.