Stylo Assist is an AI assistant designed to help your support team better understand customer requests, identify the problems in the ticket that need solving, and even help to solve those problems by generating an ideal text response.
Assist uses Stylo's own natural language processing model, in combination with ChatGPT, so you get the best of both worlds.
You can activate Assist by clicking the Stylo Smile icon in the text editor on the ticket. You'll be presented with four options:
1) Reply - Stylo will generate a response from scratch, or from agent input.
If you'd like to have Stylo create a response from scratch, just click "Write Reply". This feature generates responses based on question/answer pairs identified in your Knowledge Base articles, along with any manual entries you've made to your Stylo Context Engine. Just click 'paste into text editor' when you're ready to send the message, or tailor the message further.
Use My Input allows the agent to input information, which Assist will incorporate into the response. You provide a simple or shorthand response, like "offer refund", and Stylo will expand your input, adding context and nuanced language to the draft.
Check out this help doc on the Use my Input feature, if you want to become an expert.
You’ll also see the option to Use Workflow, which is pulling pre-built Workflows from the Response Workflows page in Stylo! By selecting and pasting a workflow, the agent can utilize an AI-powered template for the response to the customer, which may also add a tag or tags to the ticket for further routing & automation.
2) Adjust - take your existing draft and have Stylo tweak it
With this, you can either input your own custom adjustment that you’d like Stylo to make to your response, or select from one of the pre-defined adjustments we provide.
3) Helpful Resources - Here, Stylo suggests Knowledge Base articles, relevant (solved) tickets, and macros that could be used by the agent to resolve the issue(s) at hand.
You can apply the macro right away, or click the “Generate” button to have Stylo take a stab at rewriting the text of the macro.
If you want to generate a response solely based on a specific KB article, you can click the “Generate” button next to the article, and you’ll receive a draft response from Stylo.
4) Translation - By default, Stylo will automatically generate responses in the language used by the customer in the ticket (this is controlled by the Default Response Language setting in your Brand Settings)
In the Translation tab, you can copy-paste text from the ticket to translate it into the language of your choosing (the languages available in the To dropdown are pulled from your Localization settings in Zendesk)
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