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Build a smart assist agent

Note

Copilot Studio bot is renamed as Copilot agent (agent or AI agent). Human agent is now renamed as customer service representative (service representative or representative). You might come across references to the old and new terms while we update the product UI, documentation, and training content.

To quickly get started, follow the instructions mentioned in this topic for building a smart assist AI agent that displays knowledge article recommendations to the customer service representative (service representative or representative). After this, you can do additional steps for creating custom scenarios.

Prerequisites

You must understand how to create an agent using Azure Bot Service.

Sample agent that displays knowledge article recommendations

For setting up a sample for smart assist agent for displaying knowledge article recommendations to the representative, please see the instructions mentioned in the sample README file.

For information on how to create a knowledge article using template, see Create a knowledge article using a template.

Sample agent that displays similar case recommendations

After setting up a sample agent using above steps, you can configure your agent to show similar case recommendations for "printer noise" using the instructions mentioned in the topic Implement a custom scenario.

Important

See this administrator guide topic on how to enable smart assist: Smart assist for representatives. It provides instructions on how to create an agent user, how to add a smart assist agent to a workstream and how to enable a productivity pane.

See Next: Implement a custom scenario for smart assist agent

Sample code: Build a smart assist agent
Smart assist for representatives
Create an agent with Azure bot service
Automate tasks with macros
Integrate an Azure agent
Create knowledge article template
Client API reference for model driven apps