You as an admin have the option to configure a tool, which enables the agents to enhance their efficiency when needing to get answers to customers - the Agent Assist. Agents can refine their responses and improve customer satisfaction by using options such as rephrase, translate, and even more.

To enable this feature, contact our support‍. When the AI feature is enabled, you can also upload information within the AI feature to ensure it keeps on being a valuable resource in your support processes.

Features

By default, Agent Assist has its own panel in every errand in which all the available AI options are shown. These are the available options agents can use:

• Rephrase: Reformulates the text responses to improve clarity or style.
• Make longer: Expands on the text responses to provide more detailed information.
• Change to friendly tone: Adjusts the tone to be more friendly and approachable.
• Start over: Reset the AI's understanding of the context or question in the Reply box.
• Translate to: Translates the text's responses by AI into different languages.

Accessing Agent Assist

You can access the Agent Assist panel by navigating to any kind of an errand, and then by navigating to the reply box where you answer customer inquiries > Agent assist. A window pops up, and there you can...

1. Click on a feature you want to use, and the tool provides you with a new answer
2. Add prompts for the tool.

Enable generative AI for auto answer errand

This feature enables AI to integrate with the Agent Assist panel, allowing you to chat with the AI assistant and access relevant answers. Once activated, you can upload and update essential information to improve the AI's support capabilities through documents and the knowledge base library.

You can upload new documents to the AI tool by going to Administration > Organizations > Organizations and areas > Context Documents. Here, you can upload relevant documents, guides, and even previous customer interactions into the AI tool.

How to set up a knowledge base for AI

The AI can access and fetch relevant information directly from the Omnichannel's knowledge base, allowing agents to find answers quickly and accurately. To enable this, just select the desired knowledge base folder from the area settings, and search for the Default Knowledge base for AI option and enable it.