Dialogue Cloud

On Premises

Dialogue AI Assist Voice Channel User Guide for Agents

Note

Dialogue AI Assist add-in features in WebAgent require an additional Dialogue AI Assist license from AnywhereNow.

Introduction

Dialogue AI Assist supports customer calls with assistants that help you work with conversation context. Since Dialogue AI Assist offers a wide range of assistants and customization options, reach out to your AnywhereNow representative to learn about the specific assistants available to you.

As an agent, you are already using WebAgent. For more information about using WebAgent, see the WebAgent User Guide.

Where to Find Dialogue AI Assist

Where Dialogue AI Assist appears depends on the bundle A bundle is a fixed combination of our software platform elements of very specific versions. These are designed and tested to optimally work together to assure their intended function and interoperability. version and the WebAgent layout that your organization uses.

  • DC2024.02c
  • DC2025.01 or higher

In DC2024.02c, Dialogue AI Assist is available through a UI plugin on the right side of your screen.

Deepdesk UI Plugin Closed

Note

The number of UI plugins you see in the sidebar might differ from the screenshot.

Select the Deepdesk logo to get started.

From DC2025.01 onwards, Dialogue AI Assist is available inside WebAgent and is no longer only available as a UI plugin.

  • In the default WebAgent UI, Dialogue AI Assist appears under the Conversations tab.
  • In the new layout UI, go to Settings and make sure Deepdesk is enabled in either the 2-widget or 4-widget configuration.

 

Default layout

New layout

Authentication

If you haven't signed in before, you will see a Sign in to enable Deepdesk prompt.

After selecting the prompt, a pop-up will appear that will automatically sign you into Deepdesk.

You are now ready to start calling.

Troubleshooting access messages

If you keep seeing Sign in to enable Deepdesk, check that your browser is not running in InPrivate or private browsing mode. Dialogue AI Assist requires a regular browser session to keep you signed in to Deepdesk.

If you see Conversation not supported after signing in, no profile can be loaded for the conversation. This means the received values or tags do not match a rule in Profile configuration. Contact your administrator to check the profile rules. For more information, see Profile configuration.

Using Dialogue AI Assist While Calling

Dialogue AI Assist will assist you during three events:

  1. When you accept the call
  2. During each message you or the customer say
  3. When you or the customer disconnect the call

Each event can trigger one or more assistants. Reach out to your AnywhereNow representative to learn about the specific assistants available to you.

If the assistant has something to share, you will see it as a widget within the Dialogue AI Assist window. Here are a couple of examples:

Knowledge Assistant search

Knowledge Assistant Result

Verification reminder

Verification Reminder Example

Summary

Summary Output

Agent’s Deepdesk Dashboard

All Dialogue AI Assist users also have access to the Deepdesk Dashboard at [account].deepdesk.com. Here you will find:

Tutorial

The Tutorial guides you step by step through Deepdesk’s main features. You can go through the tutorial as many times as you want.

Playground

In the Playground, you can simulate a conversation between a customer and an agent. The customer types in the telephone input screen, and the agent types in the agent’s input field. You can explore and get acquainted with all of Deepdesk’s features here.

Playground