Definition
Smart suggestions (or AI suggestions) are real-time recommendations provided to human agents by an AI system during a live chat conversation, often suggesting relevant canned responses or knowledge base articles.
Why It Matters
Smart suggestions empower agents to provide faster and more accurate responses, reducing the need for manual searching. This boosts agent productivity and ensures consistent, high-quality support.
Real-Life Use Cases
As an agent types a response, the AI copilot offers smart suggestions for completing sentences or inserting relevant canned responses. If a customer asks about a common issue, the system provides smart suggestions to the agent, linking to articles in the knowledge base.
FAQs
AI suggestions provide real-time recommendations for replies, relevant knowledge base articles, or helpful actions, allowing agents to respond faster and more accurately.
Agent assistance using AI improves efficiency, reduces average handling time, ensures consistent responses, and helps new agents quickly get up to speed.
Yes, AI features like smart suggestions are highly beneficial as they augment human agents, making them more productive and capable of providing superior customer service.