Ryan Wang
- Total activity 35
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Activity overview
Latest activity by Ryan Wang-
Ryan Wang created an article,
Style Guide customization and best practices
The tone and style your support agents use are key components of your brand identity. That's why Assembled Assist offers the ability to fine-tune responses to closely align with your company’s pref...
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Ryan Wang created an article,
Assist Knowledge Management: How does it work?
Assist includes a robust series of knowledge base integrations so that agents can have all of the documents they need, at their fingertips. To see a full list of which knowledge base integrations ...
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Ryan Wang created an article,
Assembled Metrics: Understanding CSAT
Our Agent comparison page surfaces CSAT metrics split between interactions with Assist versus interactions without. This metric showcases Assist's impact to your team's quality. How we we comput...
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Ryan Wang created an article,
How does Assembled Assist handle PII?
Assembled Assist uses Redaction via Amazon Comprehend to redact PII. Below are specifics on what Amazon Comprehend is and how it works with Assembled Assist. What is Amazon Comprehend? Amazon Compr...
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Ryan Wang created an article,
Frequently Asked Questions (FAQs)
How do you handle Personally Identifiable Information (PII)? We take the privacy and security of your data very seriously. When it comes to PII, we have a multi-layered approach to protect it: We ...
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Ryan Wang created an article,
Automations: Resolution paths
What are Resolution Paths? Resolution Paths are predefined workflows (similar to a decision tree, but enhanced with generative AI) that take specific action (such as auto-drafting or auto-sending a...
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Ryan Wang created an article,
Integrating Assist with Zendesk
Assembled Assist supports a suite of features on Zendesk, ranging from being at your agent's finger tips in the Zendesk App side panel to integrating Assist to your Helpcenter knowledge base. Conne...
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Ryan Wang created an article,
Automations: Backlog management
What is email backlog? Emails generally have a longer SLA for first responses compared to live customer communication, allowing more flexibility in agent scheduling. The response time SLA is valid ...
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Ryan Wang created an article,
Integrating with Guru
We support two types of integrations with Guru: Guru API integration (recommended): A realtime integration with Guru which will continuously pull content out of Guru and upload to Cal. You must b...
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Ryan Wang created an article,
Integrating with Google Drive
We have integrated Cal with Google Drive. This allows users to upload various types of documents that Cal can then read and utilize. The supported document types currently include: PDF Google Shee...