Define an assist bot connection

The agent assist feature enables a bot to monitor (receive the transcript of) an ongoing conversation between a customer and a human agent.

The bot can use its internal logic to act upon the sentences being said in the conversation, by sending out-of-band messages to the human agent or to other recipients.

This functionality can used for different goals:

• To provide assistance to a human agent as need arises, for example, a customer may ask for bank account information from the human agent, and the bot can provide this information to the human agent. This way, the bot can assist optimizing the human agent's productivity, reducing handling time of customer inquiries.

• Call summarization to help the agent during wrap-up time, sentiment analysis, action items, and more.

• To monitor the conversation for keywords, for example, monitoring for foul language. in such a scenario, the bot can notify the human agent's supervisor.

For a description of agent assist for the enterprise, click here.

Integrate an assist bot connection

There are two primary methods to integrate an assist bot into your contact center:

Method	For this method, you need to define the following:
Calls outside Live Hub	Define an assist bot. Define a SIP Trunk connection. Define a new routing rule between the bot and the SIP connection.
Calls within Live hub	Define an assist bot. Configure a routing rule and add an assist bot.

Define an assist bot

For both methods, you need to first define an assist bot.

To define an assist bot:

1. In the Navigation pane, select Bot connections.

   

2. Click the Add new assist bot connection button.

   

3. Select a Bot Framework, and follow the steps according to the bot framework that you chose (see Define your bot connection

4. Continue with Calls outside Live Hub or Define an assist bot connection

Calls outside Live Hub

If calls are not initially routed through Live Hub, you'll need to establish a SIPREC connection between your existing phone system and Live Hub. This allows Live Hub to intercept calls and route them to the appropriate assist bot.

The below procedure describes how you can configure agent assist in Live Hub.

To configure agent assist for calls that are not initially routed through Live Hub:

1. Define an assist bot connection, see Define an assist bot.

2. Define your SIP trunk connection. This represents a SIPREC connection where the external telephony system acts as a SIPREC client and Live Hub acts as a SIPREC server. See SIP connections

3. Define a new routing rule between the bot and the SIP connection.

   1. In the Navigation pane, select Routing, and then click the Routing Rules tab.

   2. Click Add new routing rule.

   

   3. Under 'General', from the 'Live Hub region' drop down list, select the geographical location (region) in which Live Hub voice infrastructure is deployed.

   4. Under 'General', in the 'Type' drop down, select Call.

   5. Under 'Call criteria', from the 'Call origin' drop down, select relevant SIP connection.

   6. Under 'Route to', from the 'Call destination' drop down, select the assist bot.

   7. Click Create.

Calls within Live Hub

If calls are already handled by Live Hub, simply configure your routing rules within Live Hub to specify that a bot should act as an agent assist. There is no need to define a SIPREC connection.

To configure agent assist for calls that are initially routed through Live Hub:

1. Define an assist bot connection, see Define an assist bot.

2. Add an agent assist when configuring a routing rule,

   Under 'Services', select 'Assist bot', and then choose the bot you want as your agent.

   

For a complete description, see Add a routing rule.