🤚 Stylo Assist - Chat GPT in Zendesk

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 three options:

1) Reply - Stylo will generate a response from scratch, or from agent input.

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 Policy 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. 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.

After you've generated a reply via Stylo Assist, you'll see a button to "Adjust Reply" - you can use this feature to put any finishing touches on the message you've generated!

2) 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. Here, Stylo suggests Help Center articles, relevant 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 'eye' icon next to it. From there, you can view more information about the macro before applying, or ask Stylo to re-write the response that will be included with the macro.

3) 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)

You can use that same Translation tab (and the insert current draft reply button) to translate the reply generated by Stylo, to confirm what you’ll be sending to the customer, if it’s in a language you're unable to read.