Introducing eDesk AI features

eDesk offers two powerful AI options that can be used together or individually to maximize efficiency in your account. You can choose to use both for full AI support across your workflows, or select the one that best suits your needs—whether for Live Chat or replying to messages.

Our 2 AI options are:

Ava Chatbot - This feature enables custom interactions through Live Chat on your site. The Ava Chatbot comes with the Chatbot itself, a Content hub and Instructions. You can create flows manually or use AI alongside the Content hub for fully automated conversations with your customers.
AI Assist - A set of AI tools designed to help with responding to messages in your Mailbox. AI Assist includes a Content hub, Instructions, AI Smart Reply, AI Agent Assist, AI Summaries, Composer and AI Classifications & Sentiment Analysis.

This helpfile will run through all the AI features available in both the Ava Chatbot and AI Assist.

Before you start

To use eDesk AI, you will need to be on a plan that includes AI features or add it as an add-on . See our pricing here.

01 What is the Content hub?

The Content hub feature, which is part of both the Ava Chatbot and AI Assist suite, acts as the 'library' for AI, housing all your external website links, knowledge base articles, and custom responses that AI draws from to create its replies.

To find out more about building a Content hub, click here.

02 What are the Instructions?

The Instructions feature, which is part of both the Ava Chatbot and AI Assist suite, allows you to customize how AI behaves based on its intended use, whether for responding to messages through AI Smart reply or interacting live with customers via the Ava Chatbot. You can set different instructions for various brands or channels as needed.

With Instructions, you can guide AI on the desired tone of voice, give specific directions (like replying in bullet points or using a particular date format), and share your company or brand backstory. You can also specify whether these Instructions apply to AI Smart reply, the Ava Chatbot, or both, choose which Content hub libraries to use and specify what Channels these Instructions should apply to.

To find out more about Instructions, click here.

03 What is the Chatbot?

Our Chatbot feature, which is part of the Ava Chatbot, will take over many of your Live Chats for you - leaving your Agents free to get on with the more complex queries.

You can set it up so that there are only pre-written messages and options to common customer queries or you can include an AI node. This lets the Chatbot reference your Content hub, enabling it to engage in back-and-forth conversations with customers using AI.

For an overview of our Chatbot, click here.

04 What is AI Smart Reply?

The AI Smart Reply feature, which is part of the AI Assist suite, harnesses the full power of AI by using details from attached orders and your Content hub to generate responses for your agents in the Mailbox.

You have 3 options when replying to messages with AI Smart Reply:

1. Write with AI: Just click the AI button, and let AI compose a complete response for you.

2. Enhance with AI: Enter your instructions in the Reply box, click 'Enhance,' and let AI take it from there.

3. Use AI Prompt: Choose from the AI generated templates that appear at the top of the Reply box.

All options will greatly improve your agents' response times!
To read more about AI Smart Reply, click here.

05 What is AI Agent Assist?

AI Agent Assist, which is part of the AI Assist suite, was our initial step into AI. You can assign multiple templates to specific AI Classifications to help speed up your agents' responses.

Within each Classification, you can designate one template as the Primary template. This template will show up as the 'Quick Reply' under the Sparkle icon in your Mailbox's list view.

You can also assign a number of Secondary templates to an AI classification. These templates will appear above the Reply box when you open a ticket with that classification and select 'templates' rather than 'AI'.

To read more about AI Agent Assist, click here.

06 What are AI-powered summaries?

AI-powered summaries are part of the AI Assist suite. There are two types of AI-powered summaries:

1. Incoming Message Summary: AI automatically summarizes the customer's initial message, giving you a quick overview of their query.

2.Ticket Summary: At any point in a ticket, agents can request an AI summary of the entire conversation and add it as an internal note, significantly reducing the time spent reviewing the ticket thread.

To find out more about AI Summaries, click here.

07 What is the AI Composer?

AI Composer, which is part of the AI Assist suite, enhances your message clarity and helps you craft more detailed, comprehensive responses for customers, making it easy to generate fast, high-quality replies with just a couple of clicks.

It works with any text in the Reply Box, including AI-powered responses, and is available across all channels.

To learn more about how the Composer works, check out our guide here.

08 What are AI Classifications & Sentiment Analysis?

Classifications & Sentiment Analysis are both part of the AI Assist suite. Classifications analyze the content of the first incoming customer message and assigns the ticket to an AI classification based on that. This determines which AI Agent Assist templates appear for your agents. You can add an AI Classification column to your Mailbox view to see the classification of each ticket. To learn more about Classifications, click here.

Sentiment Analysis intelligently scrutinizes incoming Customer messages and determines a Customer’s mood (such as positive, natural or negative). You can add a Sentiment column to your Mailbox view to see the sentiment of each ticket. This will help Agents understand the mood/tone of the ticket before even clicking into it. You can also trigger Message Rules using sentiment.

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