Purpose:
Assist agents and optimize the customer service process.
Enable agents to respond more quickly and effectively.
Increase customer satisfaction and improve the customer experience.
Features:
Response suggestions are provided based on the entire email content, with a higher weight on the most recent messages.
Agents can choose to send the suggested responses directly or revise them as needed.
Automatic language detection feature for email chats. Supported languages: Turkish, English, French, German, Spanish, Arabic, Russian, Chinese, Japanese, Greek. The AI generates responses automatically based on the language of the email content. If the email is in an unsupported language, the AI will respond in the closest supported language.
Benefits
Quick Response:
Suggested responses allow agents to reply quickly, reducing wait times.
More Effective Communication:
The AI learns from the email history to provide more personalized and effective responses.
Customer Satisfaction:
Quick and accurate responses increase customer satisfaction and positively impact the customer experience.
Setup
To use this feature:
Select the widget you want to activate this feature for from the System Administrator > Chat > Chat Widget list.
Activate the "Allow AI Suggestions" permission within the widget.
Once the permission is granted, the "AI Response" feature will be available on the agent's screen for emails coming from this email chat widget.
Usage on the Agent Screen
An example of a message sent by the end-user is shown below.
When the agent clicks on the "AI Response" icon indicated in the image below, they will receive three suggested responses from the AI.
We wish your operation benefits from this new release and look forward to hearing your feedback!