If an account administrator enables the Agent Assist functionality, you can quickly access information and other resources during an interaction and a conversation summary when the interaction ends. The Agent Assist widget facilitates seamless communication with customers or other agents. The widget applies to digital and voice interactions. The following features are supported:

• The Summarization feature provides an AI-generated summary of the conversation. The summary can be viewed and edited when the interaction ends.

• Suggested Responses help you quickly and accurately reply to customers using online resources, such as knowledge base articles or FAQs. Suggested Responses apply to digital and voice interactions. For the voice interactions, agents can see the suggested responses but cannot send them to the customer.