AI tools for agents

This guide introduces the AI-powered tools that are available to agents. These AI tools can enhance agent productivity and customer experience by automating routine tasks, optimizing their time and resources, and offering personalized support to every customer.

Note: AI tools in Sendbird Desk, leveraging OpenAI's ChatGPT-3.5, are pre-configured with system prompts by Sendbird to ensure optimal performance. However, agents should always review the responses generated by AI as they can be inaccurate or misleading.

Go to Settings > Desk > AI features on Sendbird Dashboard and enable the following AI tools for agents:

• Change tone to friendly: Adjusts the tone of the message written by a human agent.
• Expand response: Elaborates the message written by a human agent.
• Summarize: Briefs the conversation that took place between a customer and an agent.
• Translation: Translates an agent's and user's message into their respective language of preference.
• AI copilot: Enables Desk agents to tap into Sendbird AI agent and its funcationalities inside a ticket for more productive and personalized customer support.

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Agents can adjusting the tone of their language using this tool to a more customer-friendly one. This can enhance customer experience by helping agents exchange a more personal and empathetic communication with customers.

Note: Agents should always review the response generated by the AI engine before sending the message to a customer as AI responses can be inaccurate or misleading.

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With Expand response, agents can go in details for more comprehensive responses to a customer's issue. Before sending their message, click the button in the message input box so that AI engine can elaborate agents' response.

Note: Agents should always review the response generated by the AI engine before sending the message to a customer as AI responses can be inaccurate or misleading.

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Conversation within a ticket can be summarized into a brief paragraph. Ticket history and customer issues can be summed up in five bullet points, streamlining the review process for agents.

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Sendbird Desk supports translation for messages in tickets. This feature allows agents to translate messages into different languages, making it easier to communicate with customers who speak different languages than their own.

Once enabled, agents can translate the following messages:

• Customer messages into the agent's language
• Agent messages into the customer's language

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You can turn this feature on and off under Settings > Desk > AI features > Translation in Sendbird Dashboard.

Note: This feature is powered by Sendbird AI agent. To learn more, contact us.

With Sendbird AI agent integration, Desk agents can leverage the powerful features that AI agents have to offer through AI copilot. Once the copilot is enabled and accessible to human agents in Sendbird Desk, it can not only boost the productivity of those agents but also improve the customer experience for users. The features of AI copilot include:

• Conversation summary: provides a contextual summary of the ticket conversation, helping Desk agents to identify the customer issue at a glance.
• Knowledge search: sifts through all the knowledge instantly and provides the most relevant resources that human agents need.
• Response suggestions: generates a reply in various tones and lengths.
• Drag and ask: a shortcut to AI copilot - simply drag on a user's message and right-click the block. This reveals the Ask AI button for a quick question.

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Note: This feature is powered by Sendbird AI agent. To learn more, contact us.