One AI assistant | AI-powered features in LiveChat

Hey there! Today I want to show you how LiveChat's AI tools can help improve your day-to-day work. These tools allow you to automate repetitive tasks, assist less experienced support agents in answering difficult questions, and provide you with detailed product information. Let's dive in, starting with an introduction to your newest AI assistant: One.

Meet One: Your AI Assistant

Think of One as your guide to unlocking the full potential of the LiveChat app. There's a lot it can do. I'll show you a few examples today, beginning with a crucial one: onboarding your new agents.

Onboarding New Agents

Let's say you have a new agent who needs to learn how to use Canned Responses in LiveChat. Simply tell them to ask One. You'll find One in the top right corner of the LiveChat app, always ready to assist. You can expand the window to have a full view.

For example, let's ask One how to use Canned Responses. One responds quickly and effectively. Above the text area, you'll find sources that show where One retrieved the piece of knowledge from.

Context Aware Assistance

You can also receive suggestions by inputting a slash (/) for quick access to information on AI features in LiveChat. One has context awareness built-in. For instance, if you're in the "Engage" section and ask, "What can I do here?", One will swiftly reply with relevant information.

Leveraging AI Features for Customer Service

We have a bundle of AI features to ease your daily job, such as Reply Suggestions. These suggestions can help you provide timely responses directly from your website's knowledge base.

Real-life Scenario

Imagine you have an online store and you're onboarding a new customer support agent. Instead of throwing them into the deep end, upload your website to One. This provides instant assistance in the middle of chats, shortening response times and reducing frustration. Essentially, it turns a rookie agent into an expert with one response.

Adding Knowledge Sources

Before you start using Reply Suggestions, you need to add knowledge sources. Here's how:

Go to Settings and find Reply Suggestions.
Click Add Knowledge Source and enter your website's URL.
Click Next and provide a name for your source.
Click Save.

The preparation of the knowledge source may take up to 3 hours, depending on its size. You can come back and check once it's done.

Testing Knowledge Sources

Once One has processed the knowledge, you can test it with some questions. For example, if a customer asks, "I'm looking for wall lights. Do you have any?", One can suggest a helpful response. Simply click on the suggestion and send it.

Text Enhancement

You can also use the Text Enhancement feature, available in the text area. This feature allows you to enhance your text by making it shorter, longer, less complicated, or more professional. For example, transforming technical jargon into something even a 5-year-old can understand.

Chat Summary: A Supervisor's Best Friend

The Chat Summary feature is available for summarizing chats from start to finish. This feature is ideal for supervisors, offering informational bullet points on the conversation. It's available on demand during a chat in the customer details section or when a chat is archived.

Conclusion

Various AI features in LiveChat focus on helping you and your support team service customers quickly and efficiently. I'll link our pricing below for more details on the cost of these features, depending on your LiveChat plan. If you have any questions, go to livechat.com and start a chat with us. Thank you, and see you soon!

Keywords

LiveChat
AI assistant
One
Canned Responses
Context Awareness
Reply Suggestions
Knowledge Sources
Text Enhancement
Chat Summary
Customer Service

FAQ

What is One in LiveChat?
- One is an AI assistant in LiveChat designed to help you automate repetitive tasks, assist support agents, and provide detailed product information.
How do Reply Suggestions work in LiveChat?
- Reply Suggestions offer timely information based on your website's knowledge base. You need to add your website as a knowledge source for Reply Suggestions to function effectively.
Can One help new agents in training?
- Yes, One can assist new agents by providing instant assistance during chats, thus decreasing response time and minimizing frustration.
What is the Text Enhancement feature?
- Text Enhancement allows you to modify messages to be shorter, longer, less complex, or more professional, making them easier for customers to understand.
How does the Chat Summary feature benefit supervisors?
- The Chat Summary feature provides a summarized version of a conversation, highlighting key points, which makes it easier for supervisors to review customer interactions.

Feel free to follow these steps or drop any questions you have in the comment section below. For more detailed information, visit livechat.com.