Agent Assist is a widget available in Avaya Workspaces to provide agents with quick access to information and other resources during an interaction. Agent Assist facilitates agents with seamless communication between customers or other agents. The widget applies to digital interactions. The following features are supported:

• The Summary feature provides an AI generated summary of the conversation when the agent accepts the interaction. The summary is available to view and edit when the interaction ends.

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

For more information about configuring the Agent Assist widget, see Agent Assist administration overview. For more information about using the Agent Assist widget, see Agent Assist widget.