AI Summary, part of our Agent Co-pilot feature, helps support agents quickly and accurately understand customer issues by providing concise summaries of support conversations.
Agents often handle multiple tickets simultaneously, requiring frequent context switching. As a result, they must read through the entire conversation to comprehend the issue and the resolutions attempted. This process can delay issue resolution, reduce overall efficiency, and increase the risk of errors.
The AI Summary feature leverages Generative AI to automatically distill customer support conversations into concise and coherent summaries. These summaries outline the customer's issue, the attempted resolutions, reasons why those resolutions haven't worked, and any additional context necessary to thoroughly understand the situation. This ensures agents can access all pertinent information at a glance for quicker resolution.
Contextual Continuity Prevent context loss during ticket transfers or agent shifts for seamless resolution without delays.
Consistent Style Maintain uniformity in summaries across different agents, promoting clarity and consistent understanding.
Effortless Retrieval Eliminate the need for manual information retrieval, saving time and minimizing the risk of overlooking critical details.
Increased Productivity Automatically summarizing conversations saves agents the time spent reading through entire dialogues. This allows them to quickly understand the core issue and take action faster.
AI Summary Beta 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.
By comparing these metrics for issues handled with and without the AI Summary feature, you can pinpoint its benefits in various scenarios, such as improved resolution times and enhanced customer satisfaction (CSAT). This data-driven approach ensures that you maximize the utility of the AI Summary feature, leading to better overall performance and higher satisfaction levels from your agents and customers.
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.
