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, which the agent can relay to the customer. Assist uses Stylo's own natural language processing model, in combination with ChatGPT, so you get the best of both worlds.
Check out this quick walkthrough video if you'd like to see it in action
You can activate Assist by clicking the Stylo Smile icon in the text editor on the ticket. Here you'll be presented with three options:
Reply - Stylo will generate a response from agent input, or from scratch.
1) If you'd like to have Stylo try to create a response from scratch, just click "Write Reply". This feature generates responses based on question/answer pairs identified in your Help Center articles, along with any manual entires you've made to your Stylo Knowledge Center. Just click 'paste into text editor' to tailor the message further.
2) 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. You can adjust the prompt as needed and generate new responses, or click 'paste into text editor' to edit the message manually.
Check out this help doc on the Use my Input feature, if you want to become an expert.
Translation - By default, Stylo will automatically produce generated responses that match the language of the incoming message from the customer. At the bottom of the Suggested Response box, there's also the option to translate the suggested response into the language of your choosing.
Relevant Resources - This is available in the text editor app, as well as the ticket view app on the right hand side of your screen. Stylo reads each ticket to summarize the issue, determine the intent of the customer's message, and then suggests Help Center articles, relevant tickets, and macros that could be helpful for the agent to resolve this issue. To apply a macro, just click the 'eye' icon next to it. From there, you can apply the macro as-is or ask Stylo to re-write the response based on the macro text.