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What is an OmniGuide “Operator Assistant”?

Operator Assistants help Operators have fast and meaningful conversations. They provide suggestions based on Visitor messages that Operator can send to Visitor or give hints to the Operator on how to proceed with the conversation. This is done by sending Visitor chat messages to the associated Engine. Accepting/rejecting these suggestions also acts as a training tool for the underlying Engine.

Operator Assistants can be managed in the Operator platform UI under Advanced Admin's OmniGuide tab.

Example: An OmniGuide Response

Visitor: When can I expect to receive a status update on my claim?

Based on the visitor's input OmniGuide suggests the following:

OmniGuide: Newly submitted claims are reviewed within 24-48 hours, so you should be hearing from your adjuster shortly on next steps.

The operator reviews the suggestion and determines that it makes sense in the conversation. The operator keys the UP arrow to select the suggestion and hits “Enter” to send.

Operator: Newly submitted claims are reviewed within 24-48 hours, so you should be hearing from your adjuster shortly on next steps.

Visitor: Great, thanks.

 

Example: An OmniGuide Prompt

Visitor: I’m having trouble finding where to submit the photos for my claim

Based on the visitor's input OmniGuide suggests the following:

OmniGuide: offer CoBrowsing and guide the visitor

The operator starts typing to auto-populate a Lightning Message before clicking to offer CoBrowsing to the visitor

Operator: I can walk you through that if you’d like? Please accept my offer to CoBrowse.

The visitor accepts and the two navigate the portal together.

 

Related articles:

What is an OmniGuide “Engine”?

What is an OmniGuide “Virtual Assistant”?

How do I use OmniGuide as an Operator?

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