Customers with account version lower than 5.60 please refer to this legacy article instead.
Quick Navigation
- Integrating FlowHunt as an AI provider (separate article)
- Setting up Answer Improver feature via FlowHunt (separate article)
- Integrating OpenAI as an AI provider (separate article)
- Setting up Answer Improver feature via OpenAI (separate article)
- Feature overview
- Formality of generated messages
- Available assistant functions
The Answer assistant feature utilizes the OpenAI's ChatGPT tool to enhance your responses and generate professional replies to customer inquiries.
In order to use the Answer Improver feature, it is required to connect your LiveAgent account with FlowHunt or OpenAI.
Feature overview
The Answer Improver feature is accessible from the ticket reply editor by clicking on the Answer Improver (magic pen icon) button.
The Answer Improver allows you to generate or refine a response by setting the formality level (casual, neutral, or business), and either applying one of the three predefined functions or defining your custom instructions.
To use the Answer Improver feature, you can either:
- write your draft message in the ticket reply editor, select the draft, and apply one of the four available functions on it,
- use the custom instructions function and write your draft message and the instructions by which it should be modified directly in the Answer Improver window,
- or use the custom instructions function and define only the notes or instructions based on which the AI should generate an answer.
Without selecting any text, you can only use the custom instructions function. The predefined functions (Improve, Extend, or Simplify) can be used only on a selected draft text.
After selecting a function, the Answer Improver window opens. If you've selected the option to define custom instructions, you can either specify just the instructions based on which AI should generate an answer, or optionally also write a draft message or concept that shall be refined based on the given instructions. Then hit the "Generate" button to generate an answer.
If you've selected one of the predefined functions (Improve, Extend, or Simplify), the pre-set instructions are given to the AI in the background, and an enhanced answer is generated right away.
Once an AI answer is generated, you can adjust the suggested message further with custom instructions or one of the four available functions (Try again, Improve, Extend, or Simplify). The "Try again" function re-generates the answer using the same given instructions (pre-set or custom) as previously. Once you are satisfied with the generated answer, click the "Use in ticket reply" button to add it to your draft response.
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 screenshot, where the same function (Improve) was applied to the same text highlighted in the previous screenshots. Selecting a formality option won't generate an enhanced message yet, it is always needed to use one of the AI functions as well.
Available assistant functions
There are three predefined functions that can be applied on a highlighted text or on an already generated message:
- Improve
- Extend
- Simplify
In addition to the predefined functions, you also have the option to define custom instructions for the AI to refine your draft message, or to instruct AI to generate a new message. The behavior of these functions is illustrated in the following screenshots, which show the text on which the given function was applied (if applicable) and the corresponding generated results.