Configuring the Agent Knowledge Assist Panel
X‑Platform can provide U-Assist Agents with real time, generative AI-based answers to questions asked during a call using Knowledge Assist.
Uniphore's Knowledge AI platform integrates transparently with the AI Agent Assist application to enable an Agent to instantly query preconfigured Knowledge AI Experiences that perform as subject matter expert (SME) Q&A bots.
Each Knowledge AI Experience can instantly generate relevant answers from one or more of the following sources:
Relevant documents that are uploaded to the Experience
'FAQ' style web pages
Comma-separated values (CSV) files
Questions and answers that have been manually added to the Experience
For details on how an Agent uses the Knowledge Assist Q&A bot, click here.
Preparing Access to Knowledge AI
Before the AI Agent Assist client can access its Q&A bot during a call, the Account Admin must preconfigure an Experience on the Knowledge AI platform that is relevant for the current Agent.
This Experience is then mapped to the AI Agent Assist client that will be active during the call.
For complete details on Knowledge AI Experience preparation, contact your Uniphore Account Admin or support representative.
Mapping an Experience to an AI Agent Assist Client
From the X-Console Resources menu section, select Applications. The Applications page is displayed.
Locate and click the Name of the relevant Agent AI Assist Application. The Details panel for the Application is displayed.
Click the Client Settings tab. The Client Settings panel is displayed.
In the Menu section, locate the Knowledge Assist field and select the desired Experience from the dropdown menu on the right side of the panel:
Only the available Experiences will be listed in the dropdown.
Note
If this list is empty, then X-Console access is not yet configured to Knowledge AI, or no Experiences have been created there. Contact your Uniphore Account Admin or Support representative for assistance.
Click Save. The mapping will be stored for the selected AI Agent Assist client.
To support Q&A bot capabilities for Agents during a call, a Knowledge AI Experience must be assigned to the associated AI Agent Assist Client.