Recommended Responses

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:

1. Send the exact recommended response to the consumer as their own reply using the Send Message button.

2. Edit the recommended response in the text box and then use the Send Message button to send the edited text to the consumer.

3. 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.