Agent AI: Overview for Agents

By the end of this course, you will be able to:

• Explore the transformative capabilities of Agent AI in enhancing customer interactions with AI-driven tools.
• Familiarize yourself with Agent AI’s comprehensive suite of features, including playbooks, quick responses, and automations.
• Delve into key aspects such as leveraging playbooks for scenario-based guidance and utilizing quick responses for efficient communication.
• Explore real-time coaching features that provide hints and nudges during critical scenarios.
• Gain hands-on experience with automations for faster resolution of customer queries.
• Master the use of the Agent Console to access and manage Agent AI tools seamlessly.
• Utilize analytics to monitor performance and track interaction data effectively.
• Maintain consistency and accuracy in customer interactions using Agent AI’s intelligent features.

Before you begin

We recommend you complete the below courses before starting this course:

• Getting Started with AI for Service platform
• AI for Service: Manage Roles
• Agent AI: Overview and Integration with Contact Center AI
• Agent AI: Coaching
• Agent AI: Playbooks