Digital Agent Desk

The Digital Agent Desk for chat is the main application where agents can communicate with customers. The agent can:

• Send and receive messages.
• Manage concurrent conversations and status.
• View interaction thread history.
• Access relevant customer and Knowledge Base information, as well as many other workflow tools.

The Agent Desk is also designed to capture all agent conversations and actions to feed as signals to the various Machine Learning (ML) models. The agent is continuously fed suggested responses and actions, based on ML predictions that are changing as the conversation progresses.

When the interaction is complete, the agent can summarize the interaction with dynamic tags for the agent to add to their notes that will persist in tracking and reporting.