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 two main options:
1) If you'd like to have Stylo try to find the right answer to the question, just click "Generate". This feature summarizes the ticket issues and searches for similar resolved tickets and Zendesk Guide KB articles to find the answer. KB articles are prioritized first, with recent relevance and customer satisfaction tickets prioritized next, which produces the best solution based on known answers and previous ticket experiences. Just click 'paste into text editor' and you can 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. Just click 'paste into text editor' and you can tailor the message further.
Check out this help doc on the Use my Input feature, if you want to become an expert.
Translation - Stylo will automatically produce generated responses that match the language of the incoming message from the customer.
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 KB 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.