Expert Assist

CXone Mpower Expert Assist provides articles from your CXone Mpower Expert knowledge base to the agent based on what's said during chat interactions. You can have it listen to the contact, the agent, or both. The articles appear in a panel on the right side of the agent application. Agents can share them or use them as reference material during the interaction.

Expert Assist can listen to and analyze both sides of a chat-based interactions using technologies such as:

• Natural language processing Also called NLP, this process understands human speech or text and responds with human-like language. 
• Artificial intelligence (AI)

It takes the text from chat interactions and processes it to determine the intent of the participants in the interaction. This could be the contact, the agent, or both. When that's known, Expert Assist searches your Expert knowledge base for articles that match the intent and displays them in the agent application.

Expert Assist currently works with MAX.

Components of an Integration

Expert Assist is an agent assist application that allows you to have information from your Expert knowledge base appear in the agent application. To set this up, you create an integration in Agent Assist Hub. This links Expert and the agent application your agents use. The integration involves: 

• CXone Mpower: CXone Mpower must be configured to use the digital chatchannels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. you want to use with the integration.
• Agent Assist Hub: Agent Assist Hub holds the configuration information for connecting Expert and the agent application.
• Expert: You must have an Expert knowledge base set up and configured.
• Agent application: This is the client that your agents use to handle contacts.
• Studio scripts: You need at least one script that includes the Agent Assist action. The action is the connection between CXone Mpower and Expert.

Custom Scripting Guidelines

Integrating an agent assist A software application that provides context-specific help to the agent. application requires custom scripting. Before beginning the integration setup you should know: 

• Which scripts you want to add the agent assist application into. You can modify existing scripts or create new ones. You may need to add the application to more than one script. For example, you need different scripts for inbound and outbound phone interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..  
• Where the Studio action Performs a process within a Studio script, such as collecting customer data, playing a message or music, or routing a contact to an agent. must be placed in your script flow.
• The configuration requirements specific to the application you're using. The app in Agent Assist Hub needs to be configured. The actions in your Studio scripts must also be configured. Refer to the online help for each action for more information.
• What parameters the script needs to send to the agent assist provider, if any.

• How to complete the script after adding the action. You may need to:

  • Add initialization snippets to the script using Snippet actions. You can do this to customize your agent assist application.
  • Reconfigure the action connectors to ensure proper contact flow and correct any potential errors.
  • Complete any additional scripting and test the script.

If you need assistance with scripting in Studio, see the Technical Reference Guide section in the Studio online help, or visit the NICE Community site for CXone Mpower.  For additional assistance with your script, you may want to contact NICE CXone Mpower Expert Services.