Table of contents
- Integrating FlowHunt as an AI provider (separate article)
- Generating a draft message
- Modifying the draft
- Setting up Answer Composer function (separate article)
- Setting up Answer Improver function (separate article)
- Answer assistant's Improver function overview (separate article)
The Answer assistant feature allows you to utlize AI to generate professional responses to customer queries & refine your answer drafts based on provided instructions.
The Answer assistant consists on the background of two functions:
- Answer Composer - This function serves to generate draft answers when replying to existing tickets. It populates ticket messages into context, allowing AI to generate accurate and correct answers, accepting also optional additional instructions.
- Answer Improver - This function is used to generate a message when creating a new ticket, or to refine the answer draft generated by the Composer based on provided instructions, without working with the previous ticket messages.
In order to use the Answer assistant feature, it is required to connect your LiveAgent account with FlowHunt, and set the Composer and Improver functions up.
FlowHunt, our no-code AI automation platform, is a product of our company, Quality Unit, like LiveAgent. By utilizing our AI features with FlowHunt, we ensure data safety and offer priority support. For customers with active LiveAgent & FlowHunt subscriptions, our support team offers a full initial setup. If you're interested in our free setup service, feel free to contact us at support@liveagent.com.
Generating a draft message
To generate a draft message using AI, click on the "Answer assistant" button in the ticket reply editor when either creating a new ticket or replying to an existing one.
Generating a draft response to an existing ticket using the Composer function
The Composer function serves to generate draft answers when replying to existing tickets. It populates ticket messages into context, allowing AI to generate accurate and correct answers, accepting also optional additional instructions.
The Composer function is used only if it's set up. Otherwise, the Improver function is used right away instead (if set up as well).
In the top right corner of the feature's window, you can select the formality level (casual, neutral, or business) for the generated response by clicking on the Settings button, and the AI agent/model which you want to use to generate the answer. Optionally, you can enter additional instructions for AI on how to formulate the answer or what to include in it.
Pressing "Generate answer" sends the ticket messages and the instructions to AI for processing and generating a draft response.
After the answer is generated, the Answer assistant function seamlessly changes to Improver, with the prepared response. If you are satisfied with the result, click the "Use in ticket reply" button to pass the draft response to the ticket answer editor, from where you can send it right away.
Generating a draft message in a new or existing ticket using the Improver function
If you are creating a new ticket or replying to an existing ticket without having the Composer function configured, the Improver function is used. The Improver function enables you to generate or refine a response by setting the formality level (casual, neutral, or business), and either applying one of the three predefined actions (improve, extend, simplify), or entering your custom instructions.
Using the Improver function, you can:
- write your draft message in the ticket reply editor, highlight the draft, and apply one of the available actions on it,
- write your draft message and the instructions by which it should be modified directly in the Answer assistant window,
- or enter only notes or instructions based on which the AI should generate an answer.
As previously, if you are satisfied with the result, click the "Use in ticket reply" button to pass the draft response to the ticket answer editor, from where you can send it right away.
Modifying the draft
If the draft doesn't meet your expectations, you can further modify it either by rewriting it manually, or by using the Improver function.
The Improver function is available only if it's set up.
The Answer assistant's Improver function enables you to use the pre-set quick actions to change the formality of the draft, improve, extend, or simplify it, or define custom instructions by which the draft will be adjusted. Answer assistant stores every version of the draft, allowing you to choose the best proposed answer at any time.
A more detailed overview of this function's options is described in the Answer assistant's Improver function overview.
Once you are satisfied with the proposed answer, click the "Use in answer" button to add it to your ticket answer.