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Dokumen ini adalah panduan dasar untuk referensi Agent Assist. Detail selengkapnya
tentang resource yang dijelaskan di sini dapat ditemukan di
dokumentasi referensi.
Sebaiknya Anda memahami panduan ini sebelum mempelajari Agent Assist.
Percakapan
Percakapan
adalah resource yang mewakili pertukaran antara dua atau beberapa
peserta. Setiap kali
ucapan peserta percakapan diteruskan ke Agent Assist sebagai bagian
dari resource Percakapan, pesan akan dibuat dan disimpan untuk
percakapan.
Profil percakapan
Setiap percakapan dibuat menggunakan profil percakapan. Setiap
profil percakapan berisi serangkaian parameter yang mengontrol
saran yang diberikan kepada agen manusia selama percakapan. Anda juga dapat mengonfigurasi profil percakapan untuk digunakan dengan agen virtual, yang otomatis membuat balasan
kepada pengguna akhir.
Agen Dialogflow adalah agen virtual yang dapat Anda buat dan konfigurasikan untuk percakapan dengan pengguna akhir. Anda dapat mendesain sistem sehingga pengguna akhir
awalnya berinteraksi dengan
agen virtual sebelum dieskalasi ke
agen manusia. Anda dapat menggunakan agen
Dialogflow ES atau
Dialogflow CX.
Tahapan percakapan
Percakapan dengan pengguna akhir memiliki beberapa tahap:
Tahap koneksi:
Pengguna akhir memulai dialog chat.
Tahap agen virtual:
Pengguna akhir terhubung ke
agen virtual Dialogflow.
Agen virtual berkomunikasi dengan pengguna akhir dan mencoba menyelesaikan semua
masalah dan permintaan. Anda dapat menyiapkan sistem untuk mengabaikan agen virtual
dan tahap pengalihan.
Tahap pengalihan:
Jika agen virtual tidak dapat menyelesaikan semua masalah pengguna akhir, percakapan akan
diserahkan
kepada agen manusia.
Tahap Bantuan Agen:
Pengguna akhir terhubung ke satu atau beberapa agen manusia.
Agent Assist
menyediakan saran dokumen dan respons real-time kepada agen manusia yang
relevan dengan percakapan.
Tahap penghentian:
Pengguna akhir terputus dari chat teks.
Desktop agen
Untuk menerapkan Agent Assist untuk percakapan berbasis teks, Anda harus
mengintegrasikan Agent Assist API ke desktop agen.
[[["Mudah dipahami","easyToUnderstand","thumb-up"],["Memecahkan masalah saya","solvedMyProblem","thumb-up"],["Lainnya","otherUp","thumb-up"]],[["Sulit dipahami","hardToUnderstand","thumb-down"],["Informasi atau kode contoh salah","incorrectInformationOrSampleCode","thumb-down"],["Informasi/contoh yang saya butuhkan tidak ada","missingTheInformationSamplesINeed","thumb-down"],["Masalah terjemahan","translationIssue","thumb-down"],["Lainnya","otherDown","thumb-down"]],["Terakhir diperbarui pada 2025-08-19 UTC."],[[["\u003cp\u003eAgent Assist facilitates real-time suggestions for human agents during conversations, utilizing resources like Conversations, Conversation Profiles, and Participants.\u003c/p\u003e\n"],["\u003cp\u003eA Conversation represents an exchange between participants, with each participant's utterance creating a stored message, and each conversation is configured using a Conversation Profile, which defines suggestion parameters.\u003c/p\u003e\n"],["\u003cp\u003eConversations involve participants like \u003ccode\u003eEND_USER\u003c/code\u003e, \u003ccode\u003eAUTOMATED_AGENT\u003c/code\u003e, and \u003ccode\u003eHUMAN_AGENT\u003c/code\u003e, and can involve Dialogflow virtual agents.\u003c/p\u003e\n"],["\u003cp\u003eA typical conversation progresses through stages, including connection, virtual agent interaction, potential handoff to a human, Agent Assist support, and finally, termination.\u003c/p\u003e\n"],["\u003cp\u003eImplementing Agent Assist for text-based interactions requires integration of the Agent Assist API into the agent's desktop.\u003c/p\u003e\n"]]],[],null,["# Agent Assist basics\n\nThis document is a basic guide to Agent Assist resources. More details\nabout the resources described here can be found in the\n[reference documentation](/agent-assist/docs/reference-index).\nWe recommend that you familiarize yourself with this guide before diving into\nAgent Assist.\n\nConversations\n-------------\n\nA [Conversation](/dialogflow/es/docs/reference/rest/v2/projects.conversations)\nis a resource that represents an exchange between two or more\n[participants](/agent-assist/docs/basics#participants). Every time a\nconversation participant's utterance is passed to Agent Assist as part\nof a Conversation resource, a **message** is created and stored for the\nconversation.\n\nConversation profiles\n---------------------\n\nEach conversation is created using a **conversation profile** . Each\nconversation profile contains a set of parameters that control the\nsuggestions provided to the human agent during a conversation. You can also configure a conversation profile for use with a [virtual agent](/dialogflow/cx/docs), which autogenerates a reply\nto the end user.\n\nYou can create a conversation profile either by using the\n[Agent Assist Console](/agent-assist/docs/conversation-profile)\nor by [calling the API directly](/agent-assist/docs/how-to).\n\nParticipants\n------------\n\nEach conversation can have the following\n[participants](/dialogflow/es/docs/reference/rest/v2/projects.conversations.participants):\n\n- `END_USER`: Participant is an end-user. This is the person the agent is conversing with.\n- `AUTOMATED_AGENT`: Participant is an [automated agent](/dialogflow/cx/docs).\n- `HUMAN_AGENT`: Participant is a human agent.\n\nVirtual agents\n--------------\n\nDialogflow agents are virtual agents that you can build and configure for\nconversations with your end-users. You can design your system so that end-users\ninitially interact with a\n[virtual agent](/dialogflow/cx/docs) before being escalated to a\nhuman agent. You can use either a\n[Dialogflow ES](/dialogflow/es/docs/quick/build-agent) or\n[Dialogflow CX](/dialogflow/cx/docs/quick/build-agent) agent.\n\nConversation stages\n-------------------\n\nA conversation with an end-user has multiple stages:\n\n1. **Connection stage**: The end-user initiates a chat dialog.\n2. **Virtual agent stage** : The end-user is connected to a [Dialogflow virtual agent](/dialogflow/cx/docs). The virtual agent communicates with the end-user and attempts to resolve all issues and requests. You can set up your system to bypass the virtual agent and handoff stages.\n3. **Handoff stage** : If the virtual agent cannot resolve all end-user issues, the conversation is [handed off](/agent-assist/docs/handoff) to a human agent.\n4. **Agent Assist stage** : The end-user is connected to one or more human agents. [Agent Assist](/agent-assist/docs) supplies real-time document and response suggestions to the human agent that are relevant to the conversation.\n5. **Termination stage**: The end-user is disconnected from the text chat.\n\nAgent desktop\n-------------\n\nTo implement Agent Assist for text-based conversations you must\nintegrate the Agent Assist API into your agent desktop."]]
