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

• Introduction to Agent Assist
• Introduction to Agent Assist
• Introduction to Agent Assist Quiz
• Agent Assist Architecture
• Agent Assist architecture
• Agent Assist Architecture Quiz
• Smart Reply
• Introduction to Smart reply
• Prerequisites and cloud environment setup
• Prepare data
• Create dataset
• Train the model
• Model evaluation
• Review allowlist
• Configuration
• Performance monitoring
• Common issues and troubleshooting
• Smart Reply Quiz
• Building a Smart Reply model using Agent Assist Console
• Smart Compose
• Smart compose
• Smart Compose Quiz
• LLM Baseline Summarization
• Introduction to LLM Baseline Summarization
• Implementation - API service enablement
• Implementation - Data ingestion
• Implementation - Create a conversation profile
• Implementation - LLM Baseline Summarization configuration
• Implementation - LLM Baseline Summarization configuration demo
• Introduction to LLM Baseline Summarization Quiz
• End to End Baseline Chat Summarization
• Generative Knowledge Assist (GKA)
• Generative Knowledge Assist (GKA)
• Integrating GenAI Agent with Agent Assist
• Generative Knowledge Assist Quiz
• Setting up Generative Knowledge Assist in the Agent Assist console
• Sentiment Analysis
• Sentiment analysis
• Sentiment Analysis Quiz
• Delivery Lifecycle
• Delivery lifecycle
• Delivery Lifecycle Quiz
• Additional Resources
• Additional Resources
• Your Next Steps
• Course Badge