Use Associate Assist During a Call

Associate Assist connects to your contact center platform to monitor calls you accept. It listens to you and the customer to provide real-time support, including:

• Tailored checklists that display on call acceptance.
• Checkpoints and steps are completed automatically as the conversation progresses.
• Suggested responses or actions based on the conversation.
• Logs the entire conversation in a transcript which can be reviewed during and after a call.

Get to Know the Checklist Screen

When the conversation starts, the checklist screen displays to help you track the current status and progress of your call. Below are the key features for the checklist screen:

• Automatic: Associate Assist listens to your conversations and automatically checks off step items you discuss with the caller for each checklist.
• Dynamic: The checklist screen dynamically changes during your phone calls to ensure you stay on the right checklist within your conversation.
• Listening: Conversations with customers always vary. Associate Assist listens and checks off mentioned items, regardless of whether you are viewing the specific checklist.
• Manual checking of items: Our system’s AI engine constantly learns from conversations and adjusts. Your conversations may not be 100% automatic for every call. If you see a checklist step you have already discussed, you can click the box to mark it as completed.

Understand the Checklist User Interface

Nestled within the Assist Details tab, the checklist interface displays your call’s steps using visual cues, such as a progress bar and icons, to track and manage your tasks.

Line of Business

Displays your assigned Line of Business (LOB) for your organization. A LOB refers to a specific service category or client focus handled by the contact center.

Progress Bar

The progress bar reflects your progress as checklists and steps are completed.

Checklist

The Checklist is composed of multiple Checkpoints, each containing a series of Steps. Status icons dynamically update to reflect real-time progress throughout the current call, providing clear visual indicators of completion and next actions:

• Checkpoint In Progress – Shows your current checkpoint with a pie icon that fills as you complete each step.
• Checkpoint Pending – Shows a checkpoint you have not yet started, with no steps completed.
• Checkpoint Complete – Displays beside completed checkpoints.
• Incomplete Step – Displays beside each step that is not yet complete within a checkpoint.

• Complete Step – Displays beside any step automatically marked as completed by the AI engine.
• Agent Completed Step – Displays beside any step manually marked as completed by the agent.

Caller Sentiment

During your call, Sentiment reflects the AI’s perception of the conversation:

• Positive – Indicates a friendly or satisfied tone, suggesting the caller is happy with the interaction.
• Neutral – Reflects a neutral or balanced tone, with no strong positive or negative emotions detected.

• Negative – Signals a frustrated or upset tone, alerting you to potential dissatisfaction or issues.

Next Best Action

The Next Best Action feature provides real-time call guidance with a suggested script to follow, a task to complete, and relevant article links. For example, it might offer a script to address customer concerns, a task to reference a product guide, and a link to supporting resources.

• To say – A generated script for reading or following during customer interactions.
• To do – A generated action to perform for effective customer assistance.
• Article Links – Links to resources providing quick access to action-related information.

Relevant Articles - Agent Search

During a call, use the search feature at the top to quickly find helpful resources for your conversation. Performing a search opens the Relevant Articles panel.

The Relevant Articles panel displays allowing you to view helpful resources you searched for during a call, such as:

• Articles
• FAQs
• Guides

Relevant Articles - AI Engine Search

The AI engine automatically displays articles in the Relevant Articles panel based on your conversation, marked by a Heard () icon. For example, if a customer discusses a specific need, the AI might suggest articles like FAQs or guides to help you respond effectively.

Understand the Transcript User Interface

The Transcript tab in Associate Assist lets you access and view a real-time call transcript during or after the call. It identifies customer and agent dialogue with timestamps, sentiment analysis, and a search feature. Use this to track and review interactions for accurate communication.

• Search Transcript – Enter text to locate specific words or sections within the call transcript.
• Call started – Shows the call’s phone number, date, time, and the assigned session ID.
• Copy to Clipboard – Copy the transcript to paste into notes or systems for documentation and sharing.
• Customer – Transcribed customer dialogue, displayed in blue chat bubbles.
• Agent – Transcribed agent dialogue, displayed in light blue chat bubbles.
• Call ended – Shows the date and time stamp for when the call ends.