Recommended Responses can be either automatically generated for each incoming chat or agents can request a recommended response using the Refresh icon in the UI. The default is on-demand, but this can be configured by supervisors. Agents benefit from on-demand responses when a particular consumer question requires a knowledge base lookup. CoPilot can automatically research and provide a factual, contextual answer and provide a response leveraging the knowledge base retrieved content. For use cases where agents are multi-tasking across multiple chat sessions, an automatic recommended response will be more beneficial.
Once a response is recommended by CoPilot, agents have several choices:
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Send the exact recommended response to the consumer as their own reply using the Send Message button.
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Edit the recommended response in the text box and then use the Send Message button to send the edited text to the consumer.
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Ignore the message and do nothing with it, and simply proceed with their conversation.
Agents also have an option to collapse/expand the recommended response panel if they choose.
A note about Generative AI: LinkLive has gone to great lengths to design Agent CoPilot in a manner that provides governance and guardrails to our AI-enabled features. The recommended responses are contextual and factual based on Knowledge Base content. For non-contextual queries without any content matching in the knowledge base, the recommended response will contain a message informing the agent that your organization does not have a response to the question asked.