Live Chat - Copilot (AI) - BETA

Objective

Live Chat - Copilot (AI) - BETA

Applies To

• Jumper
• Live Chat

The Live Chat Copilot utilizes AI to furnish support agents with AI-generated summaries, suggested replies, rephrasing, tone enhancements, and customer sentiment analysis as they interact with customers. This comprehensive approach not only boosts agent productivity but also significantly reduces response time, ensuring a positive customer experience.

Currently, the Live Chat Copilot accommodates four features: Sentiment, Rephrase, Suggested Replies, and Summarize.

Sentiment: This feature uses AI to analyze customer chat messages and detect their sentiments. This helps agents tailor their responses and provide better customer service.  Additionally, it records the most recent sentiments of customers in the sentiment field, facilitating targeted messaging to more effectively address and connect with them based on their emotional context.

Rephrase: This feature empowers agents to refine their tone and rephrase responses with the assistance of AI, ensuring precise communication to swiftly address various customer queries. It includes the ability to adjust the tone—whether formal, casual, or fun—enhancing overall support quality and facilitating rapid issue resolution in high-demand situations.

Suggested Replies: This feature employs AI to learn and recommend suitable responses to agents based on the latest interactions when they are in conversation with the customer. Agents benefit from multiple suggestions, eliminating the need to search for canned replies or type repetitive answers. This streamlines the process, reduces response time, minimizes human errors, and empowers agents to choose the most fitting option for ongoing conversations, thereby enhancing overall communication effectiveness between agents and customers.

Summarize: Support agents frequently write summaries and save them as internal notes for future reference or before forwarding conversations to their team for the next steps. The AI-powered Summarize feature eliminates the need for agents to manually draft summaries, automatically generating a comprehensive summary of the conversation that can be saved as an internal note for collaboration. The feature streamlines the process of summarizing conversation content into a more concise form, boosting agent productivity and minimizing manual efforts.

Procedure

1. Live chat Copilot features can be found under the Conversations panel.
   
   
   
   
2. Sentiment
   
   The sentiment feature can be found on top of the conversations panel for all the connected channels. The sentiment is derived from the latest message from the customer.
   
   Note: The sentiment feature focuses on the most recent List of contextual messages for sentiment detection.
   
   Below is an example of a customer interested in a product, hence the customer’s Sentiment is shown as “interested”.
   
   
   
   You can click on the refresh icon to get the updated sentiment of the customer.
   
   
   
   The current sentiment of a customer is by default updated in the Custom data field “sentiment” under the Customer tab whenever an action is invoked with this user via live chat i.e., agent/ admin conversing with the user in live chat or agent/ admin reviewing the chat history in the live chat.
   
   
   
   Note: This custom data field “sentiment” can be used for filtering options for Broadcast, Segments, Customer export, etc.
   
   Sentiment categories -
   • Excited
   • Interested
   • Happy
   • Joy
   • Neutral
   • Sad
   • Frustrated
   • Angry
   • Disappointed
     
     
3. Rephrase
   
   The AI-enabled Rephrase feature aids in refining or rewriting messages, improving communication clarity with customers and enhancing conversational flow.
   
   While interacting with the customer, you can use the Rephrase feature to refine the messages which are sent to the customer, simply by clicking on the rephrase icon.
   
   
   
   Select the Tone and language for rephrasing the message.
   
   
   
   You have the option to choose among three different tones, i.e., Formal, Casual, and Fun, to rephrase the message according to preference.
   
   
   
   Once you have selected the tone & language, then click on the Rephrase button to generate the message.
   
   
   
   Below is an example of rephrasing the statement “Surely I can help you with that” in a formal tone. I.e “I can certainly assist you with that.”
   
   
   
   
4. Suggested Replies
   
   AI-powered Suggested Replies offers pre-generated response options to assist in quickly and accurately addressing customer queries, enhancing efficiency during chat interactions.Note: Suggested Replies are generated based on the recent list of contextual messages between the customer and human agent/bot
   
   To assist a customer with their query,  you can use the Suggested Replies feature by clicking on the Suggested Replies icon available below the conversations panel under Live Chat.
   
   
   
   Select the preferred language for the reply message & click on the Generate replies button.
   
   
   
   Now the AI will generate a few enhanced replies for the chat interaction with the customer.
   
   
   
   In case you didn’t find the replies satisfactory for the conversation with the customer, then you can click on the Regenerate button to get more options for suggested replies.
   
   
   
   Now the AI will provide new replies for the conversation. You can keep regenerating new suggested replies till they get a satisfactory reply for the conversation.
   
   
   
   Once a satisfactory reply has been found, you can simply click on the Select option for the reply.
   
   
   
   The reply will be auto-populated on the conversations panel. Now you can edit or send the reply directly to the customer.
   
   
   
   
5. Summarize
   
   This AI-powered feature automatically creates comprehensive summaries of chat conversations. This eliminates the need to manually write notes, streamlining the summarization process.
   Note: Summary is generated based on the most recent contextual messages between the customer and human agent/bot
   
   To summarize a conversation with the customer, simply click on the Summarize icon below the conversations panel.
   
   
   
   Select the language of choice and click on Summarize.
   
   
   
   Now the AI will generate a summary of the customer interaction, which can be edited & saved as a private note. This note will be exclusively visible only to you and the internal team members. Once you have edited the summary, click the Save as Private Note button.
   
   
   
   Below is an example of a saved private note summarizing a conversation with a customer.