How can I automatically suggest Knowledge Articles to service agents during live chat interactions?
We're looking to improve agent efficiency by surfacing relevant Knowledge Articles while agents are handling live chat conversations.
Is there a way to configure the system so that Knowledge Articles are automatically suggested based on the chat content, customer issue, or case details? Ideally, agents would see recommended articles in their workspace without having to manually search the knowledge base.
If this is supported, could someone share the setup steps, prerequisites, and any best practices for improving the relevance of the article recommendations?
Thanks in advance for any guidance.
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