AI-generated summary
Genesys Cloud provides agents with Genesys Agent Assist, an AI-powered assistant that delivers knowledge suggestions, conversation summaries, real-time transcription, knowledge base search capabilities, relevant document presentation, and agent feedback functionality. The platform improves customer conversations by delivering relevant knowledge and summaries, increases agent productivity through AI assistance, and optimizes knowledge management via agent feedback.
To implement Agent Assist, administrators must assign the Genesys Agent Assist role to users through a role-based permission system. A critical configuration requirement exists: administrators must remove the Assistant > All permissions from agents' assigned permissions, as this permission contains Assistant > Copilot > View, which displays the new Copilot panel and may conflict with Agent Assist implementation.
Creating an Agent Assist role requires navigating to Menu > User Management > Roles and Permissions and adding a new role named "Genesys Agent Assist" with specific permissions across multiple functional areas. The permission structure encompasses Agent UI capabilities (panel editing and viewing), Analytics access (conversation details, knowledge aggregates, and copilot suggestion analytics), Assistant management (add, view, edit, delete operations for assistants and queues), and Knowledge operations (document viewing, search functionality, and feedback mechanisms).
Key features include real-time transcription through Conversation Utterance View permissions, automatic knowledge base suggestions with feedback capability, conversation summaries with user feedback options, and canned response access. The system enables granular control over agent capabilities, allowing administrators to assign assistants to specific queue members and manage knowledge base interactions through document presentation tracking, search marking, and comprehensive feedback collection on both suggestions and summaries.
Permissions are differentiated by license type, with most features included across Digital SKUs and Digital & Voice SKUs, while some advanced capabilities (Conversation Suggestion View, Conversation View, and related feedback permissions) are limited to Digital & Voice SKUs