Live Agent Assistants - Cognigy Documentation
Live Agent Maintenance
Live Agent has been put in maintenance mode. The product will continue to be maintained in the foreseeable future. Users can continue to fully rely on Live Agent being available. In future releases, only security updates and bug fixes will be provided; no new features will be released.
Cognigy.AI Assistants
Assistants in Cognigy.AI are tools designed to support human agents in their interactions with customers. They often involve AI-powered features, helping agents provide more effective assistance and enhance the overall customer experience. With assistants, among other things, the following can be achieved:
- Provide contextual information for the agent (CRM records, ERP data, small talk clues, and more).
- Enable quick access to resources such as knowledge base articles.
- Suggest replies (including media) that can be forwarded to the customer.
Setting Up Your Project for Assistants
To set up your Project for assistants, choose a virtual assistant that best suits your requirements:
- Agent Copilot Bot: Refers to the personal tool for human agents. It offers a unique Flow for agents to access additional information as needed.
- Agent Copilot Whisper: Refers to the functionality that provides assistance to live agents during their interactions with customers. It typically includes real-time guidance, suggestions, and recommendations to help agents effectively handle customer inquiries or issues. Agent Copilot Whisper focuses on providing support directly from the conversation window.
- Agent Copilot: Refers to the dedicated workspace or environment where human agents access various tools, resources, and features to assist them in their customer interactions. It encompasses the entire workspace setup, which may include customer information, knowledge bases, collaboration tools, and other relevant components. Agent Copilot aims to provide a comprehensive and efficient working environment for human agents to manage their interactions with customers.