Overview

Within Assist there is the Copilot product that helps draft agent responses. Within the Copilot product, there is the Agent Guidance feature. This document gives a summary of the Agent Guidance feature.

When to use it

When Cal is drafting a response to a customer but is not fully confident in the answer, Agent Guidance can be used to help flag where Cal is uncertain and would benefit from additional agent review and support. This can be especially beneficial when onboarding new support agents — when Cal gives an answer without asking for Agent Guidance they can be fully confident leveraging it, and when Cal asks for Agent Guidance, they know Cal is not fully confident and should double check the answer.

Examples include:

• When there are multiple possible options to solve a ticket e.g. submit a refund or send a replacement and the agent may be able to provide clarity
• When Cal is missing some documentation that would help answer the question
• When Cal has found conflicting knowledge to answer a question
• When agent action in a different tool is required to answer a question e.g. looking up user data that Cal does not have access to

How to enable

Agent guidance can be enabled agent by agent, or for your whole team. 

For an individual

To enable for an agent, open user settings from the gear icon in your copilot app, then click "Enable agent guidance"

Company wide

Ask you AI Deployment Strategist to enable Agent Guidance company wide for your team

How to use it

Within Zendesk

Once enabled, there will be a "NEW" tag showing that you have the latest version of Draft Reply on: 

When an agent hits “Draft a reply”, if Agent guidance is required, Cal will automatically flag the response as needing review.

When the agents click to add more details, it will prompt them to add the additional context and/or guidance that would help Cal give a better answer:

• It will ask the agent for additional knowledge required or detail what the options/actions are needed from the agent
• There will be a text box for the agent to add in the applicable knowledge or details that they executed

Once the additional context is submitted, Cal will re-draft the response with the updated information.

Example:

• A customer wants a refund or a replacement. Cal will prompt the agent to provide additional context on whether they either processed the refund or provided the replacement. Once the agent provides details of which action they took, Cal will take that information and re-draft the response.
• A customer asks a question that Cal is missing knowledge to answer. Once the agent provides the knowledge needed to answer the question, Cal will take that information and re-draft a response that is formatted for the customer

Assembled settings: Quality review

Once enabled, tickets that utilize Agent Guidance will be labeled as such under ‘Type’ in the Quality review page within the Assembled Assist product backend.