Agent Guide

Agent Assist provides real-time AI suggestions directly within your agent desktop while you handle customer conversations. As customers speak or type, the system captures the transcript, runs it through a RAG (Retrieval-Augmented Generation) pipeline, and surfaces relevant answers, sources, and follow-up questions so you can respond faster and more accurately.

Capabilities

Capability	Description
AI Suggestions	Context-aware answer cards generated in real time from your organization's knowledge base.
Source Citations	Every suggestion includes ranked source documents with page numbers, snippets, and relevance scores so you can verify accuracy before responding.
Knowledge Search	A search bar that lets you manually query the knowledge base when you need information beyond what auto-suggestions provide.
Quick Replies	Pre-generated short responses and follow-up questions you can send with a single click.
Feedback	Thumbs-up and thumbs-down controls on answers and individual sources that feed back into the system to improve future results.

Where to Go Next

Page	What You Will Learn
Getting Started	How to access the Assist panel, understand the layout, and work with your first suggestions.
AI Suggestions	How suggestions are generated, what they contain, and how to use them effectively.
Suggestion Cards	Anatomy of a suggestion card, streaming behavior, and timing indicators.
Source Citations	How to read and evaluate the source documents attached to each suggestion.
Knowledge Search	How to manually search the knowledge base for answers.
Quick Replies	How to use pre-generated reply chips and follow-up questions.
Feedback	Why feedback matters and how it improves the system over time.
Answer Feedback	How to rate overall answer quality.
Source Feedback	How to rate individual source documents.