AI Answer assistant feature overview

The Answer assistant feature allows you to utlize AI to generate professional responses to customer queries & enhance your answer drafts based on provided instructions.

The Answer assistant consists on the background of two functions:

Answer Composer - This function populates ticket messages into context, allowing AI to generate accurate and correct answers.
Answer Improver - This function allows you to refine the answer draft by further instructions, or generate a fresh new answer draft 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.

Feature overview

The Answer assistant feature is accessible from the ticket reply editor by clicking on the Answer assistant button.

Clicking on the button uses the Composer function if it's available. If not set up, 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, give the AI additional instructions 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.

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 is described in the Answer Improver article.