Setting up Agent Assist is straightforward and ensures your team is equipped to deliver an enhanced customer experience. View our full Tech guide here.
Here’s a quick recap of the steps:
Log in to LiveHub
Go to the LiveHub Login Page.
Enter your administrator credentials and log in.
Access Bot Management
Navigate to Bots in the main menu.
Click Add New Voice Bot to create a new bot for Agent Assist.
Set Up the Bot
Select a bot framework (e.g., Google Dialogflow, Amazon Lex) in the bot creation wizard.
Provide the required API credentials and endpoint for your bot framework.
Enable the Agent Assist feature in the bot settings to allow monitoring and real-time assistance during calls.
Configure Speech Services
Navigate to Speech Services in the LiveHub dashboard.
Add Speech-to-Text (STT) and Text-to-Speech (TTS) providers if not already configured.
Enter API keys and configure settings like language preferences for each service.
Define Routing Rules
Go to the Routing section in LiveHub.
Add a new routing rule:
Define trigger conditions, such as call type or customer queue.
Assign your Agent Assist bot as the destination for the rule.
Save the routing rule.
Test Agent Assist
Place test calls to verify the configuration:
Confirm that calls are routed to the Agent Assist bot.
Ensure real-time suggestions and transcriptions appear on the agent’s interface.
Use the Call History section to review and troubleshoot test call logs.
Verify and Optimize Performance
Monitor the performance of Agent Assist through LiveHub’s Call Analytics:
Check metrics such as transcription accuracy, sentiment analysis, and call summaries.
Refine bot workflows and routing rules based on agent feedback and performance data.
By following these steps, you can set up Agent Assist in LiveHub to provide your agents with real-time AI insights and enhance customer interactions.
Happy Managing! 🧾💼
Warm regards,
The LiveHub Team 🚀