Support Desk (previously known as Copilot For Agent) is a powerful generative artificial intelligence tool designed to assist your agents directly within their conversation dashboard. With this feature, your agents can swiftly access information, receive ready-to-use responses, and enhance the style of their replies. This article provides a detailed overview of these functionalities and instructions on how to activate it.

Principle

• the Support Desk harnesses generative AI to make things easier for your respondents
• the term "generative" refers to its capability to autonomously generate responses based on visitors' questions and available information
• you have full control over its activation and the information it possesses by configuring a Knowledge, which serves as its information source
• thanks to the Support Desk, respondents can quickly and effortlessly find the information they need to respond to visitors, often with remarkable precision,
• resulting in time and efficiency gains
• furthermore, the writing quality of responses is enhanced through assistance with spelling, grammar, and composition.

Support Desk features

Once the feature is activated and a Knowledge is set up, the Support Desk will appear both below the main text input field and as a widget in the toolbar, expandable in the right-side panel.

It is available on desktop and mobile.

Smart Summary

The Smart summary feature boosts your agents' productivity by providing them with a summary of the conversation transferred to them by another respondent or by a bot. The Smart Summary is displayed in the agent's language once five or more messages have been exchanged.

AI Suggest

When a visitor asks a question, the Support Desk suggests an answer. A simple click copies the answer into the input field. The answer can be sent as is or modified.

AI suggest is activated if the visitor's query matches the current product page; otherwise, it's not offered.

Smart Compose

• the "expand" button lets agents elaborate on the current response in the input field
• the "shorten" button, on the other hand, shortens the response
• the "change tone" button enables agents to adjust the response's tone according to five possible nuances: formal, direct, confident, friendly, or persuasive—modulated to align with your brand's voice
• the "improve writing" button enhances the writing style of responses

Support Desk Panel

• upon clicking the toolbar widget, the Support Desk takes the form of a conversation between respondents and the AI in the right-side panel
• during this conversation, respondents can directly ask questions to the AI (e.g., "Please tell me about this product.")
• the AI responds based on the information contained in its AI knowledge base only if the visitor is on the concerned product page.
• if respondents are satisfied with the response, they can copy it directly into the text input field and modify it before sending
• respondents can provide feedback on the quality of AI-generated responses by giving a thumbs-up or thumbs-down for each response

Mobile version

• The Support Desk appears as a button to the left of the input field (image 1)
• the conversation between the respondent and the Support Desk unfolds above the main conversation (image 2).
• writing suggestions are provided when clicking on the "magic wand" icon (images 3 and 4).

Activate Support Desk for your team

Please contact your usual representative to activate it.