How to use AvoAI Agent Assist
A guide on how Avochato’s AvoAI Agent Assist can help your team
AvoAI Agent Assist
Agent Assist is a suite of features designed to help you and your team communicate with your audience. Suggest Response generates tailored responses based on the context of an ongoing conversation, allowing users to quickly create, edit, and send replies with minimal effort, enhancing team efficiency.
Sentiment analysis assigns a numerical score (0-10) to gauge the overall sentiment of a conversation, generates a summary of the discussion, and lists both resolved and unresolved action items. This helps agents quickly assess the tone and key points of a conversation, leading to more informed responses and better customer interaction management.
If you are a Beta user and have access to AvoAI, welcome to the AvoAI Agent Assist product guide! If you don’t have access, you can join by clicking the “Join the AI Beta Waitlist” button instead in the “Automations” tab. If you’d like to setup your AvoAI bot, click here to learn more.
Setup Agent Assist
Within the Automation’s Overview tab, check to see that your AvoAI Status is ON.
Now that AvoAI is ON, we can get started with using AvoAI’s Agent Assist.
Turning On Agent Assist
Go to AvoAI Agent Assist and toggle the Status ON.
Once you turn ON Agent Assist, you will see the purple AvoAI Wand is accessible via your conversations. Clicking the wand expands a side panel will appear with the new AvoAI functionality.
Agent Assist Features
1. Suggest Response
With AvoAI’s suggest response feature, we make it easier for you to create a response to messages you receive through our powerful AI.
AvoAI will generate a suggested response in the conversation view.
You can engage the Suggested Response by clicking on it. Upon click, the suggested message will populate into the message chat box. From here, you can edit the message or simply hit “send” if the response is already perfect.
Don’t like the initial suggestion? No problem! Simply click on the circle icon next to the suggestion and AvoAI will generate a new response. Suggestions are only sent if you choose to send them — otherwise they simply disappear.
Training Suggest Response
An AgentAssist suggested message is controlled by AvoAI Prompts as long as AvoAI is toggle is on. For more information how to set up prompts, refer here.
Suggest Responses can be enabled by going to Automations within the AvoAI Agent Assist as shown below:
Note: Agent Assist must be enabled to use Suggest Responses
2. Summarize Ticket
If you are taking over a ticket or another agent is stepping in on yours, utilize “Summarize Ticket” to create a summary based on all inbound and outbound messages within that ticket.
1. Summarize
Click on the “Summarize” button to create a summary of the ticket. Clicking on “Summarize” again will create a new summary.
2. Add to Note
You can either leave the summary as is for a realtime FYI, or you can add that summary as a note for future reference.
3. Sentiment Analysis
Sentiment Analysis gives a numerical rating to a conversation. The rating will range from 0 to 10, 0 being very negative and 10 being very positive. Along with a score, Sentiment Analysis will summarize the main topic of the conversation and list action items.
The analysis reviews up to 100 messages in the conversation, but it weighs the most recent dialog more heavily in determining the score.
1. Auto-Generate Conversation Sentiment
Sentiment analysis can be generated automatically upon conversation close. Go to the Automation Tab Agent Assist settings and toggle the Auto-generate Sentiments ON.
Avochato’s Salesforce Integration can also automatically push sentiment data into your Salesforce instance, follow the configuration steps here.
2. Sentiment Analysis in Conversation View
By clicking “Analyze”, the AI will scan the conversation and give you three results:
- Rating - a numerical value assigned to a conversation to gauge the overall sentiment
- Summary - gives a general idea of what is discussed in the conversation
- Actions - lists any action items that were identified during analysis
3. Add to Note
You can either leave the summary as is for a realtime FYI, or you can add that summary as a note for future reference.
4. Sentiment Score Indicator
After analysis, the latest sentiment score will appear on the conversation list.
5. Sort by Sentiment Score
A new sorting method for the inbox will be available when Sentiment is on. Conversations that haven’t been manually analyzed will rank at the bottom when this sorting feature is used.
6. Sentiment Refresh
Avochato can compute the Agent Assist Sentiment on a recurring basis for each of your active conversations (versus manually clicking the button every time).
To enable this in an inbox, head to the Automation tab → Agent Assist → “Sentiment Refresh” → Select one of the dropdown menu options.
.png?table=block&id=320e558e-fa51-4bab-b056-239fd5a6b343&cache=v2)
This feature is OFF by default. Conversations that have not had activity since the last Sentiment was generated will be excluded when re-computing the sentiment of your inbox. Also, tickets that have not had at least 3 inbound messages since its last sentiment computation will also be excluded, even if there was recent activity. Sentiment refresh will also be limited to ten conversations per refresh period in beta.
4. Generate Messages
If you are not sure how to respond or how to start a new message, “Generate Messages” will help with creating a new response based on the contents of the conversation with that specific contact.
1. Generate
Click on the “Generate” button to create a new message based on the conversation. Clicking on “Generate” again will create a new message.
2. Send
You can either edit the generated message within the AvoAI panel first before sending, or send the generated message as is directly from the panel.
5. Spelling & Grammar
In addition to checking for any misspellings, AvoAI’s “Spelling & Grammar” feature can help improve your grammar as well.
1. Spelling & Grammar
Either copy + paste the message you would like reviewed, or directly type into the text box. Then, click on the “Spelling & Grammar” button to create an improved version of your message. Clicking on “Spelling & Grammar” again will create a new version of your message.
2. Send
You can then send the updated version of your message directly from the panel.
6. Ask Anything
Have a question and need an answer right away? Use “Ask Anything” to get answers without leaving Avochato.
1. Ask Anything
Enter a question in the field and hit “Ask” for our AI to help you with an answer.
Access to Agent Assist
If you’ve already been added to the AvoAI Beta and still can’t switch Agent Assist ON nor see the purple AvoAI wand in the conversation menu, you might be lacking the permission to access these. To update your permissions (may need help from the account owner or admin), please click your profile icon at the upper right hand of Avochato and hit “Manage Organization”. Once in the Manage Organization view, click “Users” in the left hand panel. A user list will show and from there, select the appropriate user and enable AvoAI permissions as needed.
