Agent Experience for Sidekick on Voice

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ADD-ON FEATURE
Contact [email protected] or your CSM to learn more or get started with Sidekick Voice.

The Agent experience for Sidekick Voice is no different than other Conversations, with the entire interaction with the Customer visible within the Conversation Timeline.

Phone calls from the Customer ([1] and [2]) where Sidekick Voice responded to the Customer are transcribed live in the Conversation Timeline, and the recording can be played [A]. The main difference with Sidekick Voice is the availability of the Show transcript [B] option.

Audio recordings of conversations with Sidekick, showing timestamps and play buttons.

Sidekick Voice transcript

If Voice recording is activated in the Sidekick Voice IVR node, interactions with the Customer are recorded and transcribed in the Conversation Timeline. These Timeline events will say <[Customer name] spoke to Sidekick>

Inquires about an order status with the AI assistant Sidekick.

The interaction between Sidekick Voice and the Customer is recorded [1]. Clicking Show transcript [2] expands to expose the text transcript so you can see the text version of the interaction

Phone calls are not recorded and transcripts unavailable

Sidekick Voice interaction recording can be deactivated in the Sidekick Voice IVR node in Gladly instances where call recordings are not permitted. Transcripts are not available if recording is not activated.

If a Customer indicates they’d like to speak to an Agent [4] or Sidekick Voice determines it’s unable to assist the Customer further, it informs the Customer that they are being transferred to an Agent who can help. A text summary of the interaction is provided to the Agent [5], allowing the Agent to pick up where Sidekick Voice left off without asking the Customer how they can help.

Customer requests to speak with an agent regarding order status and details.

Once routed to an Agent, the call is recorded like regular calls.

Incoming call notification from a customer with audio recording.

Delete transcript

Customers may say sensitive or confidential information you don’t want stored in the Conversation Timeline. Compliance Administrators can delete a specific message or an entire recording if needed.A message asking to track her order with options to delete it.