Taxonomy Indexing and Code Suggestions

Agent CoPilot can suggest an appropriate taxonomy or code for an agent. This is a great way of retrieving the matching codes to the context consumer described in the chat or call. These codes are retrieved from a knowledge base which is typically built from a CSV file and can help the agent narrow down to the most relevant set of codes matching the user conversation so far.

The suggested codes panel can configured to show only codes or also include descriptions as shown above. The description can be accessed using the expand button. LinkLive will also provide Copy-All and Copy-Selected Code to the clipboard if the agent needs that.