The Suggested Responses feature provides a convenient way to send information to the customer without leaving the Avaya Workspaces application. Suggested responses update as the interaction progresses. The information is collected from two sources: knowledge articles and FAQ articles. You can add the responses directly into the chat for quick and seamless communication with the customer.

Suggested responses are available in the languages that Google supports. If a language is enabled for suggested responses in Avaya Workspaces but not supported by Google, you will not get suggestions for that language. For more information on the languages supported by Google, see https://cloud.google.com/agent-assist/docs/languages.

Your account administrator configures the knowledge base articles and FAQ sources within the Google Contact Center AI project.