🪄AI Assistant

AI Assistant is a custom set of requests for OpenAI displayed on an agent's workspace as a button. It allows agents to process customer requests faster and more efficiently. For example, functions such as correcting mistakes, translating to another language, changing the tone of a message, suggesting a reply, etc.

To make a custom AI Assistant button appear in the Conversation panel, do the following:

1. Specify an API key in the OpenAI settings (For more details - OpenAI)

2. Show AI Assistant buttons (For more details - Buttons Settings)

The system includes the following top standard AI Assistant features:

AI Summarize

This feature is used when it is necessary to summarize a communication within a dialog. This is useful, for example, when you need to make a transfer to another agent. The next agent can quickly resume communication with a customer without wasting time reviewing the history of a dialog.

The feature is placed in the Private Note entry field

Reply Suggestion

This feature allows you to automatically generate responses to customers using AI. It is very convenient for answering simple customer questions.

Improve Writing

The Improve Writing feature lets you quickly modify a message entered in the Reply section. For example, if you want to personalize a Canned Response that all agents use.

Fix Grammar

This feature allows you to correct spelling and grammatical errors in a message typed in the Reply section.

Shorten

Use this feature when you want to make a message shorter. For example, to reduce the text of a Canned Response.

Expand

This feature is used when you need to expand a message. For example, a user can draft a thesis, and the AI will add additional words to connect these ideas seamlessly.

Change tone to Friendly

Use this feature to turn the tone of a basic message into a friendly one.

Change tone to Formal

Use this feature to turn the tone of a basic message into an official one.

Translate to English

This feature allows you to write messages in your preferred language and easily translate them into English.

Users with the Administrator role can configure their own requests to the AI and display them as buttons (e.g. add Italian translation). Existing AI Assistant buttons can be edited.

For more details - Macroses AI, Buttons Settings