Generates tailored suggestions for support agents using AI
AI Reply, part of our Agent Co-pilot feature, equips support agents with immediate, personalized replies derived from conversation history, past issues, knowledge base and internal documents— improving their query management and enriching the support experience. Currently, the beta version supports responses based on conversation history and past issues, with additional sources to be integrated soon.
Customers expect quick, precise resolutions when contacting support. However, agents often lose valuable time manually searching through past issues and internal documents to craft responses.
Embedded in the Agent Dashboard, this feature leverages Generative AI to suggest instant, relevant responses based on past interactions and the specific context of the current query. This automation allows agents to focus on resolving issues faster by eliminating tedious and repetitive research.
Instant Context-Driven Suggestions AI uses the specific context of each customer query to instantly suggest the most relevant and accurate answers.
Consistent Quality Agents, regardless of experience or workload, can deliver uniform, high-quality responses.
Faster Resolutions AI eliminates the need for agents to manually search multiple sources, enabling them to respond faster and resolve issues more efficiently.
Increased Productivity By generating instant responses, AI enables agents to handle more inquiries efficiently, freeing them up to concentrate on complex or urgent tasks.
Data Privacy Assurance A zero-day retention policy with OpenAI ensures all customer data remains private and secure.
AI Reply Preview & Details
What can you expect by taking part in the beta?
As part of the beta, you'll have early access to a feature unavailable to all customers. Please note that we'll refine this feature based on feedback from beta participants.
How to share your feedback or ask questions?
Please provide feedback by emailing your CSM or submitting it via the feedback form. We plan for an initial feedback session after about a month and a half and a follow-up at the end of the beta phase. Should you have critical feedback or suggestions for enhancements, we can arrange ad-hoc meetings accordingly. If you encounter any issues or have questions during the beta, please contact your CSM. We're here to provide support and assistance.
Reporting
To evaluate the effectiveness of this feature, the reporting dashboard includes comprehensive metrics to track the performance of issues summarized by AI. It enables a clear comparison against issues that didn't utilize this feature.
Issue Metrics: Compare the number of issues created, resolved, reopened, and rejected with and without the use of AI summaries to evaluate operational effectiveness.
Response Impact: Analyze and compare response times—including the time to the first human contact and overall handling time, showing the AI-generated Issue summaries' role in speeding up customer engagement.
Resolution Quality: Examine metrics such as time to resolve, resolution acceptance ratios, and reopen rates to assess the improvement in resolving issues effectively with AI assistance.
Pricing
We are developing our new agent co-pilot features with direct involvement from our Keywords Studios customer support operations teams. These features will be provided free of charge to all Keywords Studios agents. After the beta phase, a separate pricing plan will be made available for clients using Helpshift as a standalone service and for non-Keywords agents.
Product terms
The new AI Agent Co-Pilot features are subject to the Product-Specific Terms published on the Helpshift website Enterprise Terms. We encourage you to review these terms. Submitting the form above will be considered acceptance of these terms.
