Page 46 - Grand Travel - Demo Prototype-RayD

Grand Travel Demo

Highlight Toolbar Functionality

“The agent is provided with an interface that allows them to interact with a customer using a
combination of text and rich media such as photos, videos and even emojis, which can be
important to provide more complete information to the customer as part of the interaction.

The interface also gives agents the ability to auto-correct their responses and gives them
access to a knowledgebase of responses that can be used to more quickly respond to the
customer. The responses are auto-populated with variables such as the agent’s name and the
name of the customer so that if is personalized dynamically for that interaction.

We’ll insert a default greeting and then reply to James.”

Highlight the Response Menu

Selecting the quill will bring up the response menu to the right of the screen:

Select the ​Need Help​ suggestion from the list. The greeting will auto-populate the agent
response window with the agent’s and customer’s names.

Author: Alain Mowad Page 46 of 73