The suggested responses is a real-time AI Assistant feature, providing instant, contextual guidance on what to say and actions to take. Integrated directly into your Agent Desktop for both inbound and outbound voice calls and inbound digital chats, this tool is designed to enhance your efficiency and improve customer interactions. Suggested responses will help streamline your workflows, reduce response times, and ensures consistent, high-quality service delivery.

This article guides you through accessing and using suggested responses to simplify your workflow, maintain consistent communication, and deliver exceptional customer service.

Benefits

  • Enhanced communication: Receive instant suggestions to improve conversation flow and clarity, helping you communicate complex information effectively.

  • Improved efficiency: Spend less time searching for answers or consulting supervisors. Suggested responses puts information at your fingertips, allowing you to focus on resolving customer issues efficiently.

  • Reduced after-call work: Complete recommended actions during interactions, decreasing post-call workload.

  • Consistent service: Access quick, relevant responses that help you perform at the level of your most experienced colleagues, ensuring a high standard of service.

  • Increased confidence: Handle diverse customer queries confidently, knowing you have intelligent support.

Benefits for agent personas

  • New agents: Acts as a real-time mentor, accelerating learning and ensuring best practices from day one, boosting confidence and reducing onboarding time.

  • Skilled agents: Reduces the need to consult others or transfer calls, especially during busy periods or when handling diverse queues, making complex scenarios easier to manage.

  • Tenured agents: Streamlines work by reducing reliance on external support, allowing focus on complex problem-solving and delivering exceptional service, rather than routine information retrieval.

Accessing and using suggested responses

How suggestions work?

The AI Assistant provides real-time, contextual suggestions to help you during both inbound and outbound voice and inbound digital (chat/email) interactions. These suggestions dynamically adapt as the conversation evolves, ensuring you always have the most relevant guidance. When a customer asks multiple questions, the AI Assistant provides comprehensive suggestions to cover all aspects of their query. For immediate context, the customer's most recent query is displayed with each suggestion in the AI Assistant widget. All suggestions remain visible in the widget until the interaction concludes. If you are handling multiple interactions, the widget intelligently displays suggestions only for your active conversation, helping you maintain focus.

Prerequisites

  • Your administrator must enable AI Assistant features for your organization.

  • Notifications must be enabled on your Agent Desktop.

For digital (chat/ email) interactions

Follow these steps to access, review, and apply suggested responses when handling digital interactions like chat or email:

1

Log in to your Agent Desktop and set your availability to Available.

2

Accept an incoming digital interaction (chat or email). The AI Assistant notification will appear in your desktop interface, and the AI Assistant will monitor chat/email text from the start of the interaction.

3

Open the AI Assistant by clicking the notification, then click Get Suggestions.

You can request suggested responses at any point during an active interaction by clicking the AI Assistant icon, even if you missed or dismissed the initial notification.

4

Review the suggested text responses in the AI Assistant widget. Always review each suggestion carefully before using it. This ensures the response fits the specific customer situation and maintains accuracy.

5

The AI Assistant provides suggested text responses that you can use directly or edit, if required.

  • To use as-is:
    • For chat interactions: Copy the suggested response to your chat composer or send it directly.
    • For email interactions: Copy the suggested response to your email draft.
  • To modify: Edit the suggestion to better match your communication style or the specific requirements of the customer before copying or sending.
6

Continue the conversation, using suggestions to address queries efficiently.

For Voice interactions

Follow these steps to access, review, and apply suggested responses when handling voice calls:

1

Log in to your Agent Desktop and set your availability to Available.

2

Accept an incoming voice call or initiate an outbound voice call. The AI Assistant notification will appear in your desktop interface.

For voice calls, conversations are transcribed in real time in the Live Transcript tab. For more information, see Enhance efficiency and communication with real-time transcripts.

3

Open the AI Assistant by clicking the notification, then click Get Suggestions.

You can request suggested responses at any point during an active interaction by clicking the AI Assistant icon, even if you missed or dismissed the initial notification.

4

Review the suggestions in the AI Assistant widget. Always review each suggestion carefully before using it. This ensures the response fits the specific customer situation and maintains accuracy.

5

The AI Assistant provides guidance on what to say.

  • To use as-is: Incorporate the suggestion directly into your verbal response to the customer.
  • To modify: Adapt the guidance to better fit your communication style or the specific requirements of the customer before speaking.
6

Continue the conversation, using suggestions to address queries efficiently.

Provide feedback

Your feedback is essential to improving the accuracy and relevance of suggested responses. Each suggestion displayed by the AI Assistant appears within a card that contains key information and interactive features:

  • Customer query: The customer's most recent query is associated with each suggestion, providing immediate context. While it may appear prominently, its exact placement can vary depending on the card's layout and whether multiple suggestions are presented for a single query.

  • Suggestion content: This section presents the AI Assistant's suggested response or guidance.

  • Source: Click the Source link on the card to view a snippet or citation from the Knowledge Base article or document used to generate the suggestion. This enables you to verify the origin and accuracy of the information without leaving your desktop.

    In some cases, clicking the Source link may open the full Knowledge Base article in an external browser window.

  • Feedback icons: Use the like button or dislike button icon on each card to rate the suggestion. Your feedback helps the system learn and improve over time. For dislike button feedback, providing additional details (if a feedback window is prompted) is particularly valuable for the system's learning and refinement.

  • Copy to clipboard: For digital channels such as chat and email, a Copy button is available. Click this button to quickly copy the suggested text to your clipboard for easy pasting.

  • Timestamp: Each suggestion card displays a timestamp indicating when the suggestion was generated.

How to provide feedback

To rate a suggestion, click like button or dislike button icon on the relevant suggestion card.

This feedback mechanism applies only to suggested responses. To provide feedback on real-time transcription accuracy, use the dedicated transcription feedback option.

What's next?

In addition to real-time conversational guidance, suggested responses can recommend and help you execute specific actions directly within your Agent Desktop. To learn more about this capability, refer to the Understand and manage AI-suggested actions article.