Series: Crear un agente copiloto de Genesys

Configure Genesys Agent Copilot settings

Ficha Configuración

The Agent Copilot setup procedure navigates you to Settings.

General settings

  • You can rename the Agent Copilot.
  • The language displays the language that you initially selected, which you cannot change.

Configuración de la base de conocimientos

From the Knowledge base selection list, select the knowledge base that you want your Agent Copilot to use.

To set labels or categories and show only the applicable articles to agents, use the Filter option. If you apply more than one filter, the following rules apply:

  • If you select categories and labels, an AND relationship exists between categories and between labels; however an OR relationship exists with the categories and within the labels. For example: (Category 1 OR Category 2) AND (Label 1 OR Label 2).
  • If you select only  labels, an OR relationship exists between the labels
  • If you select only  category, an OR relationship exists between the categories 

 Ajustes avanzados

Knowledge confidence threshold: This setting allows you to adjust the sensitivity of articles being retrieved from the knowledge base for queries.

Note: Use caution when you adjust this threshold. A threshold that is too low can increase true positives but also increase false positives. A threshold that is too high can reduce false positives but also reduce true positives. Genesys recommends these default values:
  •  0,5 para las bases de conocimientos sin búsqueda de contenidos
  • 0,65 para las bases de conocimientos de búsqueda de contenidos en inglés
  • 0,7 para las bases de conocimientos de búsqueda de contenidos en lengua no inglesa 

Consejos:

  • If a knowledge article supersedes an intent-based rule, lower the natural language understanding (NLU) confidence threshold.
  • Use phrases sparingly and evenly distributed across knowledge articles.
  • If you use a content search knowledge base, remove all phrasings. Make articles only title and body of contents.
  • If you use a content search knowledge base and the length of the title is not enough to summarizes all the content of the article appropriately, add up to three to five phrases to fill any gaps.

Answer highlights: When enabled, Agent Copilot performs a search against the assigned knowledge base, based on the query. If it finds a relevant article, Agent Copilot selects the answer from within the article that pertains to the customer’s query.

Consejos:
  • Write full sentences as opposed to bullet points. 
  • Author grammatically sound sentences with proper punctuation.

Answer generation: When enabled, when an agent searches for a keyword or phrase, Genesys Cloud displays an AI-generated answer compiled from the knowledge articles listed in the search results. 

Ajustes de comprensión del lenguaje natural

Confidence threshold: Adjust how the confidence threshold works in your organization’s NLU. This threshold determines which intents a model predicts based on a specified utterance.

Ejemplo: Si el umbral se fija en 0,65, el modelo sólo predice una intención para un enunciado cuando su puntuación de confianza alcanza o supera 0,65. Para mejorar la precisión del modelo a la hora de predecir las intenciones correctas, puede optimizar el umbral. Un umbral demasiado bajo puede dar lugar a más falsos positivos, ya que el modelo puede predecir intenciones que no coinciden realmente. Por el contrario, un umbral demasiado alto podría impedir la predicción de intenciones relevantes. El umbral recomendado y por defecto es 0,4.

Ajustes de trabajo después de la llamada

Wrap up codes

Display AI-powered wrap up codes: When enabled, Agent Copilot displays AI-powered wrap up codes. Agent Copilot can suggest up to three predicted wrap-up codes when the agent begins after-call work.

To set up wrap-up code prediction, admins must add descriptions to the respective wrap-up code.

To add a wrap-up code with description, follow the steps in Add a wrap-up code, and enter a description as well. Always assign the wrap-up code to the assigned queue.

Summarization

Display AI-powered summaries: When enabled, Agent Copilot displays AI-powered summarization. If you enable an Agent Copilot on a queue, conversation summarization automatically prepares summaries of conversations between agents and customers. Genesys Cloud generates summaries for all agents in the respective queue. Only agents with the Agents Copilot Agent role can view these summaries.

Notas:
  • If you do not want Agent Copilot to generate and store summaries, disable both Display AI powered summaries and Display AI-powered wrap up codes.
  • If you enable suppression for interactive voice response (IVR), hold, or queue wait times, Agent Copilot does not generate transcripts for these segments. As a result, summaries do not include any content from these segments. Genesys recommends that you enable suppression during these segments to enhance customer privacy. For more information, see Call recording in Genesys Cloud overview.

Haga clic en Guardar Copilot.

Tip: Admins can use the API or copy and paste interaction summaries into CRM and/or interaction notes.

 

Crear un nuevo Agente Copiloto de Genesys :Previous Suggested Article Next Suggested Article: Configure Genesys Agent Copilot natural language understanding