At Assist Scout, we imagine that AI ought to amplify — not substitute — human help.
We took our time experimenting to seek out the best alternatives to embed AI into our platform, and we now have a number of AI options which are extremely helpful for each the help professionals who use our platform and the shoppers they serve.
Our AI options:
Assist clients get solutions immediately.
Scale back repetitive work on your help crew.
Improve your crew’s pace and effectiveness.
Give new crew members extra confidence of their responses.
On this submit, we’re taking an in depth take a look at all of Assist Scout’s AI options — explaining what they’re, how they work, and when to make use of them.
Our AI Solutions characteristic is accessible in Beacon, Assist Scout’s stay chat widget. When a buyer opens a Beacon and asks a query, it makes use of content material out of your data base articles (and/or any web site you have listed as a supply) to supply a direct, conversational reply on the spot.
This allows you to present quick, 24/7 self-service help. It dramatically reduces the variety of repetitive questions your crew has to reply, liberating your crew as much as deal with extra advanced points the place a human contact is crucial.
If AI Solutions cannot present the answer a buyer is in search of, it is extremely simple for them to request assist from considered one of your human help brokers throughout the identical interface.
You possibly can view reviews displaying what number of clients are getting (or not getting) the assistance they want from AI Solutions. Get an total view for a selected timeframe, then dig deeper to see the precise questions that had been requested that led to useful solutions, unhelpful solutions, or human escalation.
Looking at a clean textual content area could be a problem, even when you understand the reply. With AI Drafts, you’ll be able to generate a draft reply to any dialog with only one click on. It pulls out of your crew’s previous conversations and data base articles to compose an entire, well-written response that you would be able to evaluation, personalize, and ship.
AI Drafts are notably helpful for answering frequent questions, saving time on analysis, and onboarding new crew members. It ensures consistency in your responses whereas nonetheless giving your crew full management over the ultimate message.
Should you do not just like the draft the AI supplied, you can provide it ideas for tips on how to enhance the copy or ask it to start out over from scratch.
Once you open a protracted back-and-forth dialog, it may take some time to learn via the whole thread to get caught up. Whereas it is potential for the final one that labored on the dialog to put in writing an in depth inside observe for the subsequent individual in line, it is time consuming and never at all times sensible.
AI Summarize replaces the necessity to write detailed inside notes or learn via lengthy dialog histories. You merely click on the summarize button, then AI reads the whole dialog historical past and gives a concise, bulleted abstract of the important thing factors.
This lets your crew get the context for a buyer’s situation in seconds. When new threads are added to the dialog, customers can simply refresh the abstract.
With AI Help, your complete crew can write higher responses sooner. It helps you guarantee each response is polished and on level, keep constant high quality throughout your crew, and assist new crew members sound like seasoned professionals — all with only a click on of a button.
This is what you are able to do with AI Help:
Regulate tone: Spotlight one thing you’ve written, and, with a click on of a button, AI Help will change the tone to be extra skilled or extra pleasant. Now your complete crew can extra simply keep constant along with your model’s tone.
Regulate size: Generally your first draft might be wordy. Make it extra succinct by choosing “make shorter.” To save lots of time, flip quick sentences right into a customer-ready e-mail or full data base article by selecting the “make longer” choice.
Examine your work: Everybody makes errors. Use AI Help to catch any spelling and grammatical errors in your textual content.
Translate your textual content into one other language: AI Help can translate your textual content into Chinese language (Simplified), Dutch, English, Filipino, French, Korean, German, Indonesian, Italian, Japanese, Portuguese, Russian, Spanish, or Vietnamese.
AI Help options can be utilized when replying to buyer requests through e-mail, chat, or social — in addition to when creating proactive messages or data base articles in Assist Scout’s Docs.
Information privateness and safety
Assist Scout’s AI options are powered by the OpenAI API service. We don’t use or practice our personal mannequin for AI, nor does any knowledge we ship to OpenAI get used for coaching their mannequin.
Listed below are some tips on how OpenAI makes use of knowledge despatched through its API, taken from its API knowledge utilization insurance policies:
“OpenAI won’t use knowledge submitted by clients through our API to coach or enhance our fashions, except you explicitly determine to share your knowledge with us for this function. You possibly can opt-in to share knowledge.”
“Any knowledge despatched via the API will likely be retained for abuse and misuse monitoring functions for a most of 30 days, after which it is going to be deleted (except in any other case required by legislation).”
We aren’t opting to share knowledge to coach the OpenAI mannequin from their choice within the first level, and we won’t achieve this sooner or later. Moreover, our AI options are GDPR compliant and aligned with our safety and privateness coverage.
Our AI options are included in all plans at no further price
A lot of our opponents cost per-use charges for AI replies or solely allow you to entry AI assistant instruments if you are going to buy a separate add-on. However at Assist Scout, all of our AI options are included in all of our plans. Meaning you should use the entire options above as a lot as you need with out ever having to fret about the way it will affect your price.
Able to see our AI options in motion? Begin a free trial, or join our free plan.
