AI tools for agents
This guide introduces the AI-powered tools that are available to agents. These AI tools can enhance agent productivity and customer experience by automating routine tasks, optimizing their time and resources, and offering personalized support to every customer.
Note: AI tools in Sendbird Desk, leveraging OpenAI's ChatGPT-3.5, are pre-configured with system prompts by Sendbird to ensure optimal performance. However, agents should always review the responses generated by AI as they can be inaccurate or misleading.
Go to Settings > Desk > AI features on Sendbird Dashboard and enable the following AI tools for agents:
- AI response assistant: Automatically generates a response on behalf of agents.
- Change tone to friendly: Adjusts the tone of the message written by a human agent.
- Expand response: Elaborates the message written by a human agent.
- Summarize: Briefs the conversation that took place between a customer and an agent.
AI response assistant
AI can auto-generate a response for agents for simple questions. Agents should always review the response generated by the AI engine before sending the message to a customer as AI responses can be inaccurate or misleading.
Change tone to friendly
Agents can adjusting the tone of their language using this tool to a more customer-friendly one. This can enhance customer experience by helping agents exchange a more personal and empathetic communication with customers.
Note: Agents should always review the response generated by the AI engine before sending the message to a customer as AI responses can be inaccurate or misleading.
Expand response
With Expand response, agents can go in details for more comprehensive responses to a customer's issue. Before sending their message, click the button in the message input box so that AI engine can elaborate agents' response.
Note: Agents should always review the response generated by the AI engine before sending the message to a customer as AI responses can be inaccurate or misleading.
Summarize
Conversation within a ticket can be summarized into a brief paragraph. Ticket history and customer issues can be summed up in five bullet points, streamlining the review process for agents.