Table of Contents
- AI Answer assistant feature overview (separate article)
- Improver function overview
- Formality of generated messages
- Available assistant functions
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.
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.
Without highlighting any draft in the reply editor/writing it in the Answer assistant's window, you can only enter custom instructions by which a new message will be generated. The predefined functions (Improve, Extend, or Simplify) can only be used on a draft message.
After selecting a function, the Answer Improver window opens. If you've chosen 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. To generate an answer, hit the "Improve" button.
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 by using one of the four available functions (Improve, Extend, Simplify, or Try again). The "Try again" function re-generates the answer using the same given instructions (pre-set or custom) as previously. The feature stores every version of the draft, allowing you to choose the best proposed answer at any time.
Once 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.
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 functions as well.
Available assistant functions
There are three predefined functions that can be applied on a selected draft 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.