Table of Contents
- AI Answer assistant feature overview (separate article)
- Improver function overview
- Formality of generated messages
- Improver actions
The Answer assistant feature allows you to utlize AI to generate professional responses to customer queries & refine your answer drafts based on provided instructions. On the background it consists of two functions - Composer and Improver. This article covers the vast options of the Improver function in details.
In order to use the Answer assistant feature, it is required to connect your LiveAgent account with FlowHunt.
Improver function overview
To generate/refine 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.
If you are creating a new ticket, already wrote a draft answer and highlighted it, 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, and either applying one of the three predefined actions (improve, extend, simplify), or entering your custom instructions.
The Answer assistant's Improver function can be used in multiple ways, you can:
- write your draft message in the ticket reply editor, highlight your draft, and use the feature to apply either pre-set actions or custom instructions on the draft,
- 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 the message.
Writing a draft message is optional. Without any draft in the reply editor/Answer assistant's window, you can still enter custom instructions by which a fresh new message will be generated. The pre-set actions (Improve, Extend, or Simplify) can only be used on a draft message.
Once an AI answer is generated, you can modify the suggested message further again either with custom instructions or by using one of the available quick actions to change the formality of the message, improve, extend, or simplify it. Answer assistant stores every version of the draft, allowing you to navigate between all versions of the draft by using the arrows in the top right corner to choose the best proposed answer at any time.
Once you are satisfied with the result, click the "Use in answer" button to pass the draft response to the ticket answer editor, from where you can send it right away.
Formality of generated messages
The formality of the generated message sets the tone of the message. There are three available formality options:
- Causal formality
- Neutral formality (default option)
- Business formality
The difference between the formality options is demonstrated in the following screenshots, where each formality option was applied to the same text " your order #123 was shipped, wait for sms from curier".
Selecting the formality triggers AI answer generation if any draft message is available. If the draft field is empty, selecting the formality does not trigger Answer assistant right away, but requires also writing custom instructions, or writing a draft and applying an action or instructions.
Casual formality
Neutral formality
Business formality
Improver actions
There are three predefined actions that can be applied on a draft message:
- Improve
- Extend
- Simplify
In addition to the predefined actions, you also have the option to define custom instructions for the AI to refine your draft message, or to simply instruct AI to generate a new message without providing any draft. The behavior of the actions & custom instructions is illustrated in the following screenshots, which show the text on which the given action/instruction was applied and the corresponding generated results.