🪄Macroses AI
Last updated
Last updated
In NovaTalks, AI macros can be used:
as an assistant for an agent when it comes to correcting mistakes, rephrasing a response, translating into another language, changing the tone of a message, summarising a dialogue, etc.
as massive functions that will allow you to evaluate dialogues according to your criteria, check for compliance with the script, determine customer emotions, and anything else you can think of.
In the NovaTalks macros, the standard TOP functions of the AI requests have been created:
ai_rephrase_message - to rephrase an answer
ai_fix_grammar_message - to correct mistakes
ai_shorten_message - to shorten a message
ai_expand_message - to expand a message
ai_friendly_tone_message - to change the tone of a message to friendly
ai_formal_tone_message - to change the tone of a message to formal
ai_translate_en_message - to translate a message to English
ai_summarize_dialog - to summarize a dialog
ai_reply_suggestion - to provide a reply suggestion
You can edit these macros or create your own.
To create your own AI macros, we recommend copying an existing macro and changing the text in the command field.
You can edit standard AI macros as needed. However, to send a request correctly, we recommend changing only the command text in the command field, leaving the other parameters unchanged
To enable an agent to use an AI macro while interacting with a customer, it is necessary to add it as a button to the agent's workspace (For more details - Buttons Settings) and configure integration with OpenAI (For more details - OpenAI).
Each macro has the following common settings:
Send Custom Event - custom.send_to_ai with the following variables:
send_content_type - content type to be sent to AI. Possible values:
message - a text entered in the Reply section
dialog - messages within a dialog
command - a command text to AI
When creating an AI macro, you can specify conditions in the command text for evaluating the dialogue, indicating the names and values of user variables that should be returned according to the specified conditions. For example:
Please set the following variables based on the following conditions:
Cross-Selling:
ai.reply.crossel = yes - If the customer orders goods and the agent proposes additional goods to buy.
ai.reply.crossel = no - If the customer orders goods but the agent does not propose additional goods.
ai.reply.crossel = n/a - If the customer does not order goods.
Guarantee Offering:
ai.reply.guarantee = yes - If the customer orders goods and the agent proposes to buy a guarantee.
ai.reply.guarantee = no - If the customer orders goods but the agent does not propose a guarantee.
ai.reply.guarantee = n/a - If the customer does not order goods.
As a response, AI will return a list of variables and their values. This function can be useful, for example, if you need to evaluate or check a dialogue for compliance with a script.
other additional parameters - required if the AI response contains custom variables that need to be parsed. Such variables should be added in the format:
Key - variable name,
Value - json_param.
AI response text to Add to:
Private Note - a private note of a conversation in which a macro was run (with sending to the conversation).
Reply section - the Reply section of a conversation in which a macro was run (without sending it to the conversation).
Dialogue note - a dialogue note (with saving to a note), within which the macro was launched
Conversation Custom Attributes (text only)
Contact Custom Attributes (text only)
If the AI's response contains user variables, you need to specify them in the "Add to" section in the format - {{ai.reply.name}}, where "name" is the name of your variable.
