This help file explains what the eDesk's AI Composer is, where you can find it and how to use it.
Before you start
- eDesk AI Composer is a feature in AI Assist. You will need to be on a plan that includes AI Assist to access it. See our pricing here.
01 What's AI Composer?
We're building more and more intelligent features into eDesk to reduce your workload and help you provide 5-star support to your customers. AI Composer is an AI Assist tool in the Reply Box that allows you to highlight your text and select a button to instantly change the tone, rephrase the message, or expand the text.
AI Composer helps you improve your message clarity, provide more detailed and comprehensive responses to customers, and makes it oh so easy to produce fast, high-quality replies with just a couple of clicks.
AI Composer works for any text in the Reply Box including any AI-powered responses, and is available on any channel.
02 How it works
AI Composer is super easy to use. You will first need to turn on the composer feature by selecting the Composer option. When the feature is enabled, you can then highlight the desired text to reveal the options, and choose the one you want. Below are the options available with the composer - expand text, rephrase, make tone more professional and make tone more friendly.
Note: Please note that while the AI Composer enhances message composition, it is important for Support Agents to review and fine-tune the generated text to ensure it is accurate and appropriate. Human judgment and oversight remain crucial in delivering exceptional customer support.
03 Changing the message tone with one click
The Tone feature allows you to tailor your messages to customers to match the tone of each customer interaction, fostering a more personalized and engaging support experience. You can select either a More Friendly button that makes the highlighted text less formal, or a More Professional button to change the highlighted text to a more formal tone. For example:
Original message:
Dear Mark,
I apologize that your order is late. The courier has experienced a delay and expects to deliver it tomorrow morning. Track the delivery using this link. Please don't hesitate to contact me again if you have more questions.
Thanks,
Lisa.
Message after you have selected the More Friendly button:
Hey Mark,
I'm sorry about the delay in your order. Unfortunately, the courier ran into a bit of a snag, but they should be delivering it tomorrow morning without fail. You can easily keep tabs on the delivery status using this handy link. If you've got any more questions or concerns, please get in touch. I'm here to help!
Thanks,
Lisa.
You can edit the text in the Reply Box afterwards if you want to tweak the generated response.
To change the tone of your message:
1. Open the ticket and enter your message into the Reply Box as usual, either by typing it in manually, using AI Smart Reply or, if you use eDesk's Agent Assist templates, by selecting an AI Template from the template section at top of the Reply Box.
2. Select the AI Composer sparkle button at the top of the Reply Box.
3. Highlight the text you want to change.
The AI Composer menu is displayed.
4. Select the More Friendly button to change the highlighted text to a more informal tone, or select the More Professional button to change the highlighted text to a more formal tone.
The highlighted text is updated automatically.
5. Review and edit the generated text if you want to tweak it, otherwise simply select Send as usual to send the message to the customer.
04 Rephrasing your message with one click
The Rephrase feature allows you to rephrase the message with more clarity and concision, making your response easier and quicker to understand. Select a Rephrase button to update your text. For example:
Original message:
Dear Mark,
I'd like to apologise that your order has been delayed. I investigated and I can see from looking at the status of the order that the problem is that the courier was delayed and they say they expect that it will be delivered tomorrow morning. If you want to check the status of the delivery yourself, you can use this link to trace its whereabouts. If you have any further questions or concerns, please don't hesitate to reach out to me.
Thanks and I apologise again,
Lisa.
Message after you have selected the Rephrase button:
Dear Mark,
I'm sorry you haven't received your order yet. I can see that the courier was delayed but that they expect to deliver tomorrow morning. You can use this link to track the order. If you have any further questions or concerns, please do contact me again. Thank you for your understanding, and once again, I apologise for any inconvenience caused.
Best regards, Lisa.
You can edit the text in the Reply Box afterwards if you want to tweak the generated response.
To rephrase your message:
1. Open the ticket and enter your message into the Reply Box as usual, either by typing it in manually, using AI Smart Reply or, if you use eDesk's AI Powered Templates, by selecting an AI Template from the template section at top of the Reply Box.
2. Select the AI Composer sparkle button at the top of the Reply Box.
3. Highlight the text you want to change.
The AI Composer menu is displayed.
4. Select the Rephrase button to rephrase the highlighted text.
The highlighted text is updated automatically.
5. Review and edit the generated text if you want to tweak it, otherwise simply select Send as usual to send the message to the customer.
05 Expanding your message with one click
The Expand feature allows you to instantly generate a comprehensive customer message from very basic text, saving you time. Select an Expand button to update your text. For example:
Original message:
Mark, Sorry your order is delayed. The courier had a problem. It'll arrive tomorrow morning. Use this link to track the delivery. Contact me again if you have more questions. Thanks, Lisa.
Message after you have selected the Expand button:
Dear Mark,
I apologise for the delay with your order. We are truly sorry for any inconvenience this delay may have caused.
I've looked into it and have discovered that there was an unexpected issue with the courier service, which resulted in the delay.
The good news is that your order is now scheduled to arrive tomorrow morning. We are closely monitoring its progress, and you can also stay updated by using this link to track the delivery in real-time. We want to provide you with all the necessary information so you can be well-informed about the status of your package.
If you have any further questions or concerns regarding your order or anything else, please don't hesitate to contact me directly. I'm here to assist you and address any queries you may have.
Once again, please accept my sincerest apologies for this delay. We value you as a customer, and we will be taking steps to improve our delivery process and prevent such delays in the future.
Best regards,
Lisa
You can edit the text in the Reply Box afterwards if you want to tweak the generated response.
To expand your message:
1. Open the ticket and enter your message into the Reply Box as usual, either by typing it in manually, using AI Smart Reply or, if you use eDesk's AI Powered Templates, by selecting an AI Template from the template section at top of the Reply Box.
2. Select the AI Composer sparkle button at the top of the Reply Box.
3. Highlight the text you want to change.
The AI Composer menu is displayed.
4. Select the Expand button to rephrase the highlighted text.
The highlighted text is updated automatically.
5. Review and edit the generated text if you want to tweak it, otherwise simply select Send as usual to send the message to the customer.
06 Important
- AI Composer is an AI Assist feature in the Reply Box and is not available elsewhere in eDesk.
- Longer messages may take a few seconds to generate.
Further readings:
For further information on eDesk AI, click here.
To learn about our Smart Reply feature, click here.
For an introduction to our Ava Chatbot, click here.
