Page 55 - Grand Travel - Demo Prototype-RayD
P. 55
Grand Travel Demo
The agent can also update information obtained in the interaction so that the latest updates are
available on that customer.”
Action: Display the Knowledge Base Information
Return to the main messaging window, and select the to bring up the Knowledge Base on
the right hand side of the screen.
Explain Knowledge Base Suggestions
“To help agents with preferred responses to a particular question and to expedite those
responses, Engage allows agents to select from a list of preconfigured responses. The
responses support variables to customize the response, including inserting the agent and
customer names into the response as well as other custom information such as information on
their most current itinerary.
Given the nature of the request made here, we will insert the Need Help response as it is a
good match to get the conversation going.”
Author: Alain Mowad Page 55 of 73
