Agent Suggestions
Last Update: Sep 2024 • Est. Read Time: 3 MINAgent Suggestions help improve your agent productivity by using natural language processing (NLP) techniques to automatically analyze messages and suggest the most likely shortcuts that can be applied to a conversation. Shortcuts can contain canned responses and perform actions on a conversation.
August 2023 update: This feature is no longer available to new customers.
Who can access this feature?
- Admins can turn the feature on or off.
- Agents who have Read access to Shortcuts via permission sets can apply suggestions to conversations.
In this article
- Turn on Agent Suggestions
- Apply suggested shortcuts to conversations
- Search and report on agent suggestions
Turn on Agent Suggestions
You can turn on the Agent Suggestions feature for your organization by going to Settings > Kustomer IQ > Agent Suggestions.
By default, all users with access to shortcuts have access to agent suggestions when you turn the feature on. You can limit access to only specific users and/or teams by selecting them in the available fields.
Apply suggested shortcuts to conversations
Once the feature is turned on, Kustomer is able to predict shortcuts that your agents can use when replying to email conversations.
Notes:
- Agent Suggestions are only shown on first inbound email messages.
- Once a conversation is created within Kustomer, it will take approximately 5 minutes before suggestions are made.
- The last message must either have come from the end customer or was automatically sent by the system. For example, an auto response message that was sent by a business rule.
Once an email message is received, the system presents an agent with up to 3 shortcut suggestions.
You can hover over a suggestion to see if the shortcut contains a canned response, actions, or both. In this example, the shortcut consists of a canned response, an action that changes the subject of the conversation, and one that applies relevant tags to the conversation.
If you select a suggestion a window opens that shows you what message or actions will be applied to the conversation when using that shortcut. Select Apply message and all actions to apply the suggestion.
Tip: You can bypass this view by selecting the Don't show again checkbox. Doing so will automatically apply the suggestion when you select it in a conversation.
In this example, the shortcut changed the conversation title, added tags, and inserted a message into the reply window.
Note: Once you apply a suggestion or start typing, the list of suggestions will hide. You can view them again by selecting the icon that is located at the bottom right of the reply window.
Search and report on agent suggestions
You may want to create search queries or build custom reports to view how often suggestions are being offered or who is applying them the most. You can use one of the following values to create your filters and get a better idea of how agent suggestions are being used in your organization:
- Suggested Shortcuts shows the conversations that were offered suggestions.
- Suggested Shortcuts Applied At shows conversations that were applied in the time frame you specify using the available operators. To use this value when building a custom report, select Conversation Suggested Shortcuts Applied from the data attribute drop-down menu.
- Suggested Shortcuts Applied By shows the conversations where suggestions were applied by a specific user.
The Suggested Shortcuts and Suggested Shortcuts Applied By values are also available for you to use when segmenting your custom report so that you can get a better idea of how your data compare against each other.
For example, you can segment conversations where suggestions are available and see in which conversations the shortcut was or wasn't applied.
Note: These options are only available for customers with the KIQ for Agents plan when searching or reporting on the Conversation object. For more information on available operators, see Understanding filter operators.