NiCE CXone Agent Assist Hub

NiCE CXone Agent Assist Hub: Help your Agents to become Customer Service Superheroes

Agent Assist Hub is a tool in the Connections Hub that helps integrate and manage various applications that provide support for customer service representatives. These helper apps act like virtual personal assistants, providing support and useful information to agents before, during and after customer interactions.

Personal Assistants for Agents (e.g., NiCE CXone Expert Assist, Enlighten Copilot for Agents or Salesforce Assist):

  • These smart, often AI-powered helper apps give agents information like FAQs or knowledge base articles while they're talking to customers.

  • These apps listen to both the agent and the customer, understand the conversation using advanced technologies (like speech-to-text and artificial intelligence), and show relevant information on the agent's screen.

Agent Assist Hub is also used by DevOne third-party companies to offer additional Agent assistance features.

Agent Assist Hub Configuration

  • Setting It Up: To use these helper apps, your company's tech team needs to set them up in the Agent Assist Hub and make sure they work with your existing systems.

  • Display Options: The information can be shown directly in the Agent Workspace, sent to another program, or displayed through a custom web link.

Real-Time Interaction Guidance (RTIG)

  • Native Real-Time Interaction Guidance (RTIG) is like a personal coach who's always available and ready to help. It can provide agents with suggestions during an interaction at the exact time it can make a difference. RTIG uses NICE Enlighten AI to provide real-time suggestions for how agents can improve each call.

Real-Time Translation

  • ConnectLingua uses AI for live translation of voice and digital interactions. The real-time translation lets both agents and contacts use their preferred language.

Automated Summary (AutoSummary)

  • Enlighten Automated Summary (AutoSummary) automatically generates a summary for agents at the end of inbound and outbound voice interactions. The generated summary then appears in the Notes field in NiCE CXone Agent Workspace (Agent) applications at the end of the interaction.

Voice Biometrics (Controlled Release)

  • Voice Biometrics authenticates contacts in real time using voiceprints while interacting with an IVR or a live agent. It only takes seconds of normal, conversational speech to determine if the caller is who they claim to be.

In essence, Agent Assist Hub makes it easier for agents to get the information they need quickly. Agent Assist Hub supports agents with tools that help them be their best, 24/7.