This guide shows agents and inspectors how to use Agent Assist during a live Blitzz video session.
Before you start
- Your admin has turned on AI Knowledge Base in your Collaboration Profile.
- Your admin has added manuals or support content to the AI Knowledge Base.
Ask a question about what you see
- Start a live video session and connect with your customer or field user.
- Ask them to point their camera at the equipment or issue.
- Open Agent Assist from the in-call tools.
- Capture a frame of the live video.
- Type your question. For example: "What model is this unit?" or "How do I reset this error?"
- Read the answer and suggested next steps, then guide the customer through them.
You can keep asking follow-up questions. Agent Assist remembers the last few messages in the conversation.
When the Knowledge Base doesn't have the answer
If your Knowledge Base doesn't recognize the device or topic, you can choose Use Global Knowledge to get an answer from general AI knowledge instead. This option is only available if your admin allows it. Double-check these answers, because they don't come from your company's own documents.
Translate speech in real time
Agent Assist includes real-time speech translation, so you can support a customer who speaks another language. Choose the language you want the answer in before you start.
Tips for better answers
- Capture a clear, well-lit frame. Ask the customer to hold the camera steady.
- Include model numbers or error codes in your question when you can see them.
- Ask one question at a time.
- Always confirm safety-related steps against the official manual before guiding the customer.