Bot-assisted agent guidance
|Enabled for||Public preview||Early access||General availability|
|End users by admins, makers, or analysts||Oct 24, 2019||-||Jan 31, 2020|
Bot-driven conversation context-based recommendations can help agents resolve issues faster. Some potential capabilities that can be built are:
- Suggest quick replies based on the conversation context.
- Knowledge article suggestions for agent to share with customer.
- Suggestions on the next best action that can be taken by the agent.
- Similar-case suggestion for current conversation.
Smart Assist (docs)