AI Assist is an intelligent tool that helps your support agents respond to customer questions quickly and accurately. It can be trained on all your business’s policies and product information and understands important context like customer information, order tracking, and more. By giving instant, relevant answers, AI Assist saves time and improves customer satisfaction.
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In this guide, we will talk you through what AI Assist will mean for your business and how to set it up in your eDesk account.
Before you start
- AI Assist is part of the AI add-on. To learn more, click here.
- All users, except read-only users, will have access to AI Assist features.
- You’ll need to have access to Smart Tools > Content hub if you want to add articles to the content hub.
- If you don’t have access, you can request it from an Admin user within your business.
Key benefits of AI Assist
With AI Assist, your support team can:
- Improve Response Times: Quickly resolve customer inquiries with pre-generated responses.
- Enhance Accuracy: Deliver consistent and accurate answers based on the latest information from your company’s knowledge base, blogs and websites.
- Reduce Workload: Streamline the support process, allowing agents to handle more tickets with less effort.
How Does AI Assist Work?
AI Assist is trained using your Content hub to deliver responses tailored to your business. We've pre-loaded 7 common ‘Sample Policies’ into your Content hub, but please review them to ensure they align with your company's specific policies.To view these sample policies go to: Settings > Smart Tools > Content hub > click on the name of the Content hub > click into ‘Sample policies’ > click on the name of a policy to view the text. As this is a custom answer, you can click on the name of an article and edit this as you wish.
There are 4 ways to add content to your Content hub.
- Add a sitemap (which will automatically generate a list of all the links on your website).
- Add each page of your website individually.
- Add a Knowledge base.
- Add custom answers.
The 7 articles in the ‘Sample Policies’ library are a good start, but the more content you add, the better AI Assist will be trained to handle your customer queries effectively!
How to use AI Assist in eDesk
Using AI Assist is easy! Simply click into the ticket and choose from one of the three core AI features to help handle your customer inquiry:
- AI Prompt: When a customer sends in a support ticket, the AI Assist Prompt analyzes the content and presents multiple suggestions for resolving the issue. Your agents can click on a suggestion to generate a personalized response, speeding up the resolution process.
- Write with AI - From scratch: With just one click, AI Assist can generate a complete, ready-to-send response to a customer query. This feature is ideal for handling routine questions like order status updates or return policies.
- Write with AI - Using prompt: Agents can type specific questions or instructions into AI Assist, which will then draft a response based on your company’s historical data and knowledge base. This is especially useful for unique or complex situations where a pre-set option might not be available.
In the above example, the seller wants to include information about their cancellation policy in the message, so they use the ‘Write with AI - Using prompt’ option. Below are the results:
Note: You can review and edit all generated responses before sending the message to your customer. And that’s all there is to it! With your Content hub now filled with valuable information, AI Assist will handle the heavy lifting of responding to customer queries, allowing you to focus on what matters most!
Further readings
To read more about building a Content hub, click here.For more on creating great custom content, click here.
For a full overview of our Chatbot for your live chat, click here.
