AI Suggestions

Agent Assist generates suggestions in real time as a conversation unfolds. Each suggestion is a self-contained card with an AI-generated answer, source citations, relevance scores, and follow-up questions.

How the Suggestion Flow Works

The end-to-end flow from customer utterance to suggestion card follows these steps:

1. Customer speaks or types. The transcript is captured in real time by the conversation platform.
2. Transcript is sent to the RAG pipeline. The system extracts the latest customer query and searches the knowledge base for matching document chunks.
3. The LLM generates an answer. Using the matched chunks as context, the language model produces a grounded answer with inline citations.
4. A suggestion card appears in your panel. The card streams into the Assist panel as the LLM generates content, so you see the answer building in real time rather than waiting for the full response.

This entire process typically completes in two to five seconds, depending on the complexity of the query and the size of the knowledge base.

What a Suggestion Contains

Each suggestion card includes four elements:

Element	Description
Answer	A markdown-formatted response generated by the LLM. May include paragraphs, bullet lists, numbered steps, and bold/italic emphasis.
Sources	One or more source citations linking back to the original documents. Each source shows the document title, page number, a content snippet, and a relevance score.
Relevance Scores	A percentage indicating how closely each source matched the customer's query. Higher scores mean a stronger match.
Follow-up Questions	Suggested next questions the agent can ask the customer to continue the conversation or clarify the issue.

TIP

Suggestions are grounded in your organization's knowledge base. If a question falls outside the indexed content, the system will indicate that no relevant sources were found rather than fabricating an answer.

Sub-Pages

Page	What You Will Learn
Suggestion Cards	Card anatomy, streaming behavior, expand/collapse, and timing indicators.
Source Citations	How to read source cards, relevance scores, and the difference between omni and CCAI sources.
Knowledge Search	How to manually search the knowledge base using the search bar.
Quick Replies	How to use pre-generated reply chips and follow-up questions.