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Service Assistant for Voice Features
Review the features for Service Assistant for Voice that add to the general Service Assistant features.
Required Editions
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Automatically Start Dynamic Plans
Service Assistant starts a dynamic plan as soon as it detects the intent of the voice call, so service reps don't click Start Plan. Reps get started resolving the issue faster.
A plan starts automatically only after these requirements are met.
- The record meets your eligibility criteria.
- The voice call transcript contains enough context for Service Assistant to detect the intent.
When you have an active voice call, your eligibility criteria are met, and there's enough context based on the transcript, the service plan starts automatically and the first step of the plan appears. Service Assistant doesn't show a summary plan, and you don't click Start Plan. The plan starts automatically by default.
There's no standard threshold for the number of messages needed to start the service plan. Typically, 5 or more messages start the service plan, but the number can be more or less depending on how much context is available in the transcript. What counts as enough context to start the service plan varies and depends on the telephony model, transcript processing time, and clarity of the messages in the transcript.
To use this feature, turn it on from the Service Assistant Setup page. No other setup or permissions are required. When it's turned on, the Start Plan button isn't shown in the plan summary. See Set Up Service Assistant for Voice.
Service Replies
A capability of Service Assistant that surfaces AI-generated suggested reply cards in the Service Assistant component during active voice calls. Because a voice call is a live conversation, the suggested reply is text that the service rep speaks to the customer instead of posting it.
Suggested reply cards populate as the voice call transcript progresses. Service Replies and service plans operate independently. Suggested replies aren't used as grounding for service plans, and service plan steps aren't used to generate suggested replies.
Conversation Catch-Up
Conversation Catch-Up is a capability of Service Assistant that surfaces an AI-generated summary card in the Service Assistant component. The card captures the key points of an active conversation, so reps get up to speed without reading the entire transcript. When a voice call is transferred, the rep who takes over sees a summary card of the previous interaction and picks up right where the previous rep left off.
