We're pleased to announced that Agent Assist for Khoros Care is now generally available (GA). This means that all Care customers can harness the power of Agent Assist to boost agent efficiency and provide better customer experiences.
Khoros Agent Assist provides agents with in the moment automated responses, knowledge, and guides. Every conversation is analyzed in real-time to identify intent and relevant topics, then automatically surfaces the information that agents need to respond quickly.
To get started with Agent Assist, please contact your Khoros representative.
Responses: Routine predefined responses with standardized text that are sent to customers often.
Guides: Step-by-step automated instructions and responses that walk agents through complex conversations and processes (i.e. order return guide).
Knowledge Articles: Typically sourced from a knowledge base or a community, these articles often contain useful information such as answers to frequently asked questions and troubleshooting instructions.
Links: URLs that link to external content or resources.
Secure Forms: Provide a safe and secure way to collect personally identifiable information (PII) from customers.
Note: Agent Assist Guide widgets are configured using Khoros Flow and displayed in the conversation panel when relevant topics trigger them to display. All other widgets (responses, links, knowledge articles, and secure forms) are configured in the Care Admin settings interface.
