Chapter 10: Advanced AI Integration & Implementation -- 10.13 Cisco AI Assistant Configuration¶
10.13 Cisco AI Assistant Configuration¶
10.13.1 Agent Assist Features¶
Cisco AI Assistant (Agent Assist) provides real-time AI support to agents during customer interactions.
Feature Matrix¶
| Feature | Status | Description |
|---|---|---|
| Real-time Transcription | [OK] Enabled | Live call transcript displayed |
| Conversation Summary | [OK] Enabled | AI-generated handoff summaries |
| Suggested Responses | [OK] Enabled | Context-aware response hints |
| Sentiment Analysis | [OK] Enabled | Real-time customer mood tracking |
| Knowledge Suggestions | [OK] Enabled | KB article recommendations |
| Auto Wrap-up Codes | [OK] Enabled | AI-suggested disposition |
| Next Best Action | ⏳ Phase 3 | Requires historical data |
Configuration Summary¶
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| AGENT ASSIST CONFIGURATION |
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| |
| ENABLEMENT: |
| * Voice Channels: Enabled |
| * Digital Channels: Enabled |
| * Languages: English, Hindi |
| |
| PROFILE ASSIGNMENT: |
| * Premium_Agent: [OK] Enabled (75 agents) |
| * Supervisor: [OK] Enabled (10 supervisors) |
| * Standard_Agent: [X] Disabled (voice-only, no Premium features) |
| |
| FEATURE SETTINGS: |
| * Max suggestions displayed: 3 |
| * Confidence threshold: 70% |
| * Auto-refresh interval: 5 seconds |
| * Show confidence scores: Yes (supervisors only) |
| |
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10.13.2 Conversation Summaries¶
AI-generated summaries appear at key handoff points:
| Summary Type | Trigger | Content Includes |
|---|---|---|
| VA Handoff Summary | VA -> Agent transfer | Intent, collected info, sentiment, escalation reason |
| Mid-Call Summary | Agent -> Agent transfer | Conversation so far, actions taken, open issues |
| Wrap-up Summary | Call end | Call reason, resolution, follow-up required |
VA Handoff Summary Example¶
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| AI CONVERSATION SUMMARY |
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| |
| Intent: support.troubleshoot |
| Confidence: 87% |
| Sentiment: Frustrated (-0.4) |
| Turns: 6 |
| |
| COLLECTED INFORMATION: |
| * Product: Product A |
| * Issue: Device not powering on |
| * Steps Tried: Power cycle (no help), cable check (cables fine) |
| |
| ESCALATION REASON: |
| VA completed troubleshooting steps but issue persists. |
| Customer requested human agent. |
| |
| SUGGESTED ACTIONS: |
| * Check warranty status |
| * Offer replacement if under warranty |
| * Schedule technician visit if needed |
| |
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