eDesk offers two AI solutions to enhance your customer support: AI Assist, which works in your Mailbox, and the Chatbot, which operates on your website. This guide provides an at-a-glance overview of what’s needed to set up each feature, with links for further details.

Before you start

  • You’ll need to have a pack that includes AI Assist or the Chatbot. For pricing, click here. 

01 AI Assist

AI Assist offers features like Smart Reply and Agent Assist to streamline Mailbox responses. Some initial setup is required to get started:

  1. Content hub
    This is a library of information the AI uses to generate responses for the Smart Reply feature. Your account includes a Sample Policies library with 8 pre-written articles. The first thing you should do is review and expand your library with relevant content from your website or knowledge base. Learn more about the Content hub. 

  2. Instructions
    Next, define how your AI should behave by setting your tone of voice and company backstory in the Instructions. Your account comes with Sample Smart Reply Instructions, but you need to review them and link them to the channels and Content hub you want the AI to use. Learn more about Instructions.

    Once your Content Hub and Instructions are set up, Smart Reply will suggest replies for queries automatically.

  3. Agent Assist
    Agent Assist uses pre-written templates to suggest responses based on ticket classifications. To enable this feature, you’ll need to configure templates in your account. Learn more about Agent Assist.

    Other AI Assist features (no set-up required):

    Smart Reply
    Once Instructions and the Content hub are set up, Smart Reply will suggest replies for queries in your Mailbox automatically. Learn more about Smart Reply. 

    Classifications
    Each incoming ticket is categorized with one of 40+ pre-set classifications to assist with accurate responses. No setup is needed. Learn more about Classifications.

    Summaries
    When a ticket is created, the initial message is summarised for a quick overview. A full ticket summary can also be generated as the ticket progresses. Learn more about Summaries.

    Composer
    When writing a message in the reply box, the composer allows the agent to change the tone, rephrase or expand on their message. No setup is needed. Learn more about Composer. 

02 Chatbot

The Chatbot enhances your website’s live chat functionality, offering two setup options: a manual flow-based Chatbot or an AI-driven Chatbot.
 

  1. Content hub
    The Chatbot can use the same Content hub as AI Assist. Review the Sample Policies library in your Content hub and ensure it includes relevant articles to improve responses.  
    Learn more about the Content hub. 

  2. Instructions
    Like AI Assist, the Chatbot requires Instructions to define its behavior. Review the Sample Smart Reply Instructions provided and ensure they are linked to the correct Content hub for your Chatbot. Learn more about Instructions. 

  3. The Chatbot
    Start with the Sample AI Chatbot provided in your account. Review its pre-written flows and ensure your Content hub is selected in the AI node. You can create Chatbots from scratch or use templates. Learn more about creating a Chatbot from our template. 

Further reading

For more on Instructions, click here.
For more on the Content hub, click here.
To learn how to set up a Chat Widget, click here.
To learn how to create a Chatbot from scratch, click here.