Beyond providing text suggestions, the AI Assistant can recommend and automatically execute specific actions. This is a key capability of the suggested responses feature, enabling AI Assistant to perform actions on your behalf or suggest actions that can drive the conversation forward.

These actions can range from simple data collection to complete tasks like case creation and scheduling appointments, fetching information (example, delivery status), and complex integrations to automate entire workflows.

By streamlining your workflow and reducing manual effort, these actions significantly enhance the overall customer experience. This article explains the types of AI-suggested actions, how to access and manage them, and how to verify the information they present.

Prerequisites

Ensure the following prerequisites are met before you start working with AI-suggested actions:

  • You are signed in to Agent Desktop.

  • Your administrator has enabled suggested responses feature for you.

  • Notifications are enabled on your Agent Desktop to receive AI Assistant updates.

Accessing AI-suggested actions

If you have already accepted a customer interaction, opened the AI Assistant, and clicked Get Suggestions, skip this section. If not, follow the steps to access AI-suggested actions:

1

Accept an incoming voice call or digital chat, or initiate an outbound voice call in the Agent Desktop.

2

When prompted, open the AI Assistant by clicking the notification or the AI Assistant icon.

3

Click Get Suggestions to activate AI-powered actions and recommendations for your interaction.

Types of AI-suggested actions

AI Assistant skills can propose or execute actions in different ways, based on your administrator's configuration:

Moderated mode actions

In this mode, the AI Assistant skill collects all necessary information for an action but requires your review and explicit approval before execution. This offers a balance between automation and agent oversight.

Approving or modifying moderated actions

1

The AI Assistant widget displays the collected information in a review format.

2

You can modify the information before proceeding.

3

Click Approve button to initiate the action.

4

An audit trail of the original suggestion and any modifications is maintained.

Example: The AI Assistant pre-fills a case creation form based on the conversation; you review and confirm details before submitting.

Unmoderated mode actions

In this mode, the AI Assistant skill completes actions autonomously, without requiring agent approval.

Managing unmoderated actions

1

You are notified when an action is executed automatically.

2

The AI Assistant widget provides real-time status updates (Example: "Listening" → "Fetching information" → "Finalizing").

3

After completion, a confirmation message appears in your AI Assistant widget.

Error handling

If an automated action encounters an error, the AI Assistant displays error details. You can update the information and resubmit the action manually.

Example: Automatically updating a customer's contact information in the CRM after verbal confirmation.

Verifying information and sources

Maintaining trust in AI-suggested suggestions is essential. Suggested responses provide mechanisms for verifying presented information:

  • Source button: For many suggestions or actions, a Source link is available. Clicking it displays a snippet or citation from the knowledge base article or document used to generate the suggestion, allowing you to verify its origin and accuracy.

  • Knowledge base snippets: Displayed sources typically show the relevant knowledge base section, providing context without leaving your desktop.

Refining suggestions

The AI Assistant skill learns and improves over time, with your input playing a vital role. If a suggestion is not accurate or needs more detail, you can add context to help generate better responses.

Additional context

1

In the AI Assistant widget, look for an option labeled Additional context.

2

Enter up to 120 characters of additional information in the provided text box.

3

Submit your input to help the AI Assistant generate more precise suggestions.

By understanding and effectively managing AI-suggested actions, you can leverage suggested responses to enhance productivity, ensure accuracy, and deliver a seamless customer experience.