Virtual task assistants

You can create virtual task assistants that perform repetitive tasks for your agents. After you create a virtual task assistant, an agent can transfer a call or a chat to the assistant to complete the task. The agent waits on hold until the task is completed, then the call or chat is transferred back to the agent. While the agent is on hold, they can mute or end the call or chat. Unlike virtual agents, virtual task assistants cannot be assigned to a queue. A virtual task assistant can only be assigned to a task.

For compliance with the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and to protect the end-user's Personally Identifiable Information, virtual task assistants don't record or create transcripts of calls or chats.

Before you begin

Before you can create a virtual task assistant, you must create a Dialogflow platform and workflow. This is the same requirement for creating a virtual agent. For information about creating a Dialogflow platform and workflow, see Virtual agent: Create and link Google Dialogflow agents.

Create a virtual task assistant

To create a virtual task assistant, follow these steps:

  1. In the CCAI Platform portal, click Menu, and then click Settings > Virtual agent.

  2. Click Add virtual agent, and then click Task assistant.

  3. In the Virtual agent field, enter a name for your virtual task assistant.

  4. In the Choose virtual agent platform box, select the platform that you want.

  5. In the Choose workflow box, select the workflow that you want.

  6. In the Menu row, select Chat or Voice, depending on the type of virtual task assistant that you want.

    In the Menu row, Web, Mobile, or IVR are automatically selected based on their availability with chat and voice.

  7. In the Language area, select the language that you want your virtual task assistant to communicate in.

  8. Optional (for voice only): In the DTMF row, select Ensure DTMF support to ensure that virtual task assistant sessions are handled by a voice carrier that fully supports Dual Tone Multi Frequency (DTMF) tones. Additional charges might apply.

  9. In the Data parameters area, add the data parameters that are required for your virtual task assistant. For more information, see Pass data parameters to Virtual Agents and Virtual Task Assistants.

  10. Click Save.

What's next