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 four options:
1) The first option available is the Help Me Solve This Ticket button. This feature summarizes the ticket issues and searches for similar resolved tickets to find the answer. Recent relevance and customer satisfaction are prioritized in the search, which produces the best solution based on previous ticket experiences.
There are hyperlinks for each similar ticket discovered, allowing the agent to click into a similar ticket to see how it was resolved and learn from the resolution. If you scroll further, Stylo provides a ticket analysis and conclusion, which includes the specific details that are relevant to the ticket in question. From there, the agent can choose to have Stylo Draft My Response, which will pre-fill a Use My Input text box with a response.
It’s important to note that this text box can be edited to add or remove anything you like! Whether it be a specific detail you need to adjust, or a prompt to make your reply in a different language, a different tone, etc (check out the Use My Input help doc to learn more).
2) The second option provides a generated text response that helps your agents respond to a message quickly, while still using contextual and issue-specific language. Your agents can choose to paste this message into the text editor, or they can click the 'regenerate' button on the top right of the modal to produce a new suggestion. Once the text is pasted into the editor, the agent can customize the response to better suit the specific issue.
3) The third option 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.
4) The fourth option available is the Assist Summary, which posts an internal note to the ticket that summarizes the issue, creates bullet points of the problems/action items, as well as the suggested text. This can be very helpful when reassigning or escalating a very long-threaded ticket, since it gives the new assignee a concise overview of the issue.
Soon Assist will not only summarize tickets and suggest useful responses, but will also search your Zendesk knowledge base to find the specific solution to each issue, and serve that up to the support agent.
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