Installation
This functionality must be enabled by Cention. There are no additional costs, but Cention needs to activate it for you. Please contact your account manager at Telavox for guidance.

Overview
The Agent Assist feature is an AI powered tool designed to enhance the efficiency and effectiveness of agents in providing answers. By using options such as rephrase, translate, and more, agents can refine their responses and improve customer satisfaction.

When the Cention AI feature is enabled, you can also upload and update the AI with relevant information, ensuring it remains a valuable resource in the support process. This guide will help you use the various functionalities of Agent assist effectively.

Accessing Agent Assist
You can access the Agent Assist panel by navigating to the specific errand such as Email, Chat and other Social Media platforms, once the feature is enabled.

1. Errand: Click and open up an errand.
2. Open Reply Box: Navigate to the Reply box where you compose responses to customer inquiries.
3. Agent Assist Panel: Click on the "Agent assist" option located at top of the recipient address fields.
4. Implement Answer: Click on the "Use answer" or "Copy" option from the generated AI's answers located at top of the recipient address fields.
5. Generate Question: In the Agent Assist panel, type your question in the prompt and click "Regenerate" for a new answer, or click "Send" to ask a different question.
6. AI options: Provides several tools to help agents craft better responses; “Rephrase”, “Change to friendly tone”, “Make longer”, “Start over”, and “Translate to”.

Agent Assist and AI features
 

Allow agent to use Agent Assist with Open AI
By default, the Agent Assist panel will be visible in any errand with a trained LLM, showing the available AI options. Here's an overview of each option: 

• Rephrase: Reformulates the text responses to improve clarity or style.
• Make longer: Expands on the text responses to provide more detailed information.
• Change to friendly tone: Adjusts the tone to be more friendly and approachable.
• Start over: Reset the AI's understanding of the context or question in the Reply box.
• Translate to: Translates the text's responses by AI into different languages.

Allow agent to chat with AI in the agent assist panel
The feature enables agents to chat directly with OpenAI, allowing for real
-time conversations with the AI. This facilitates seeking assistance, clarification, or generating responses interactively.

Enable generative AI for auto answer errand
This feature enables CentionAI to integrate with the Agent Assist panel, allowing you to chat
with the AI and access relevant answers. Once activated, you can upload and update essential information to improve the AI's support capabilities through documents and the knowledge base library.

How to upload documents to the AI:

1. Navigate to Context Documents: Go to the main menu Administration > Organizations and areas > Context Documents.
    
2. Upload and Review: Upload relevant documents, FAQs, and previous customer interactions into the AI system. Once uploaded, you can click on the document to review and preview its contents.

How to set Knowledge base for AI
The AI can access relevant information directly from the Knowledge Base, allowing
agents to find answers quickly and accurately. 

To enable this, just select the desired knowledge base folder from the area settings. Search for the “Default Knowledge base
for AI” option.