AI Assistant

The AI assistant provides agents with contextual information and assistance during customer interactions. This feature aims to enhance the overall chat experience for both agents and customers, by helping agents to better understand and respond to customer queries.

The capabilities of the AI assistant include:

• Sentiment Analysis

The Sentiment Analysis feature uses AI to detect customer emotions during chats. Customer sentiment is categorized as happy, sad, or angry.

If a customer is flagged as having a negative sentiment, the chat is escalated for priority handling by agents. This assists with promptly resolving any customer issues. Agents can also manually de-escalate chats if they determine that a chat was wrongly flagged. This ensures that only critical issues are prioritized.

An assigned chat with negative sentiment being escalated.

An unassigned chat flagged with positive sentiment.

• Suggested responses

When Clickatell AI is enabled for Chat Desk, suggested responses appear above the text box area whenever a customer reaches out to you. These suggested responses are generated by the trained AI-powered assistant linked to your Chat Desk application.

The responses are generated based on the context of the conversation, and can help you respond to your customers more efficiently. You can use the response as is, edit it before using it, or enter a custom message.

Suggested responses that are used or edited by agents are tagged and tracked for future analysis. This helps in improving the AI's response generation capabilities.

When Clickatell AI is disabled under your Chat Desk Settings, no suggested responses will appear above the text box area.