Configuring Agent Insights With a 3rd Party Service For B2C Service

Summary:

Agent Insights provides service professionals with real-time contextual guidance to efficiently resolve customer incidents by leveraging data from external sources.

Content (required):

Leverage your entire data ecosystem to provide call center users with insights about how to best resolve customer incidents. This new feature includes an administrative user interface to configure connections to REST endpoints for 3rd party services including artificial intelligence, machine learning, and other logic engines. Once configured Insights appear as a series of Insights cards on a sidebar adjacent to the incident workspace in the B2C Service Browser User Interface.

The purpose of this document is to guide administrators and integration specialists about how to configure connections to external systems to send incident data and receive Insights.