Boost agent performance with Agent Assist
Last Update: Nov 2024 • Est. Read Time: 4 MINAgent Assist is powered by several AI engines, including the ChatGPT engine from OpenAI, and uses the latest machine learning technology to supercharge your support team's workflow.
Who can access this feature? | |
User types | Admins can turn on AI features for agents. Agents can access the features from the reply editor. |
To learn more about Agent Assist for Agents, visit our Kustomer University course.
In this article
- Pricing details
- Turn on Agent Assist for your organization
- Access the AI features
- Text enhancement options
- Conversation summaries
- Generate a response
- Two-way message translation
Pricing details
You can purchase Agent Assist for $39 per seat per month. If you exceed your monthly allotment of translated words included as part of the per license fee, you will be billed at the rate of $0.00050 per translated word above such allotment, billed at the end of each month. Please fill out this form for any questions related to pricing.
Turn on Agent Assist for your organization
You can trial Agent Assist for free for 14-days before upgrading to include these features in your plan. To do so, go to Settings > Kustomer IQ > Agent Assist.
Note: Agent Assist uses experimental technology to create AI-generated content for your team. When using any of these features, review the results before sending them. None of this output is automatically sent out to users before you can review it. Your data is not being used to train or customize any machine-learning model. For more information, see Open AI's API data usage policies.
Once you accept the terms of use, you can access each setting on the Agent Assist page. The Test Mode option will be turned on by default. While turned on, only users in your organization with admin permissions can access these features. This helps you evaluate these features before introducing them to the rest of your team.
Note: Remember to turn the Test Mode setting off when you are ready to grant AI feature access to agents.
The rest of this article will cover each AI-powered feature in further detail.
Access the AI features
When responding to a customer, you can use the AI Enhancements icon in the reply editor to access the expanded text, fix spelling and grammar, and generate response features. The options will dynamically appear in the editor as you type your response. You can review and edit all AI-generated suggestions before sending the message.
Text enhancement options
Agent Assist offers a variety of actions that leverage AI to optimize text.
- Expand text
You can type in a few words and use this option to generate a response with a more formal, helpful tone. - Fix spelling and grammar
Use this option to correct spelling and grammar in your reply. The changes are incorporated automatically without having to review them individually.
Conversation summaries
Agent Assist offers different settings that allow conversations to be summarized so agents can get quicker context.
- Manually summarize a conversation
While composing a note, agents can use Summarize Conversation to add an AI-generated conversation summary to the note. This feature reviews all of the messages in the current conversation and adds a bulleted list to the note that outlines what was discussed. If an agent needs to hand a conversation off to another team member, this summary makes it easier for the next person to understand what's happening without reading through every message. Automatically summarize conversational assistant conversations
You can enable conversational assistants to automatically summarize customer interactions and post notes, letting agents instantly gain context without reading through earlier messages.
Summaries are only generated if a conversation is detected to have a significant amount of information in it. For example, a summary won't be created if a customer only gives yes/no answers to the assistant and it's quicker to read the original messages.Automatically generate insightful subject lines
Kustomer normally generates an automatic conversation subject using the first 6 words of an initial message for channels that don't have a dedicated subject line field, such as chat or SMS. This sometimes results in subjects with vague or unhelpful names, making it difficult to find a relevant conversation on the timeline.
Turning on this setting will automatically generate a succinct subject so agents have insight into a conversation before they open it.Note: Subject lines will only be automatically generated for conversational assistants using the SMS or chat channel.
Generate a response
This feature analyzes conversations and lets you quickly compose messages using information from your organization's knowledge base.
Note: To ensure better responses, we recommend having a knowledge base with comprehensive articles that contain information that can help answer commonly asked questions for your organization.
When activating this feature on the Agent Assist settings page, you can select the knowledge base and article type you want to use from the drop-down menus that appear. Public, internal, or both public and internal articles can be used to form responses.
Responses generated using content from a public knowledge base will include a direct link to the article.
Two-way message translation
The two-way translation feature lets agents quickly translate both customer messages and their replies directly within a conversation.
All organizations will receive 10,000 translated words* per seat per month to use across the entire organization. This means that instead of allocating this limit individually per seat, the limit is shared across all agents within your organization. For example, if your organization has 4 seats, you will have 40,000 translated words that can be used amongst your agents. An example monthly breakdown for this limit is:
- Agent 1 used 15,000 translated words
- Agent 2 used 10,000 translated words
- Agent 3 used 5,000 translated words
- Agent 4 used 10,000 translated words
Organizations that exceed their monthly limit will be billed $0.00050 per translated word over their limit. This monthly limit applies to both inbound and outbound messages.
*What is a translated word?
A translated word is equal to 5 characters, including spaces and punctuation. For example, “Return my order” counts as 3 translated words since it equals 15 characters. We will always round down to the nearest 5 when calculating translated word usage. For example, "Return status?" will count as 2 translated words since it equals 14 characters.
Use the translation feature
Once the feature is turned on, agents can translate incoming messages to the application language set in their personal preferences.
An agent can then reply to the customer and translate the response to the customer's preferred language before sending the response. The message will be translated into the default language set in the conversation's attributes.
You can also change the language the message is translated to using the drop-down menu. Messages can be translated into the languages available on the Kustomer platform. The following languages are currently not supported:
- Belarusian (be)
- Kyrgyz (ky)
- Luxembourgish (lb)
- Montenegrin (sr_me)
- Norwegian (no)
- Twi (tw)