Introduction

The jtel Live Agent is an assistant for agents in the call center which provides the following functionality:

Live transcription of calls (visible in Agent Home and the Supervisor)
Assistance during calls, such as:
- Providing suggestions
- Extracting information from the conversation, such as a customer number or ticket number
- Extracting sentiment from the conversation
Assistance after the call, such as:
- Suggesting which transaction codes could be set for the call by the agent by analyzing the conversation
- Automatically providing a summary of the call which the agent can copy / paste into a CRM system, or which can automatically be uploaded to a CRM system via API calls
- Providing an automatic score or satisfaction rating on the conversation

The live agent makes use of the following technologies in the background:

Live ASR, currently either
- Azure Speech Services ASR (Microsoft)
- Whisper ASR (jtel hosted or on premise)
and an LLM (Large Language Model) to perform the analysis of the transcribed texts, which can be a cloud based service or an on premise service

An example of the Live Agent in action is shown in the screenshot below (click to see more):

Pre-Requisites

The following pre-requisites must be met:

jtel Live Agent License
A speech recognition license, either Azure or Whisper
Installed AI Stack on your jtel system, comprising of, as a minimum:
- AI Pipeline (required by everything else)
And optionally the following components must be installed:
- AI Summary Bot (creates a summary of the conversation)
- Sentiment Bot (analyses sentiment in the conversation)
- Suggestion Bot (makes suggestions during the conversation)
- TAC Configuration for Summary Bot (suggests Transaction Codes for the conversation)
- Satisfaction Configuration for Summary Bot (generates a satisfaction score for the conversation)

The following parameters must be set:

The following resources / rights can be set per security group to allow access to the live agent: