Technical Note: Sangoma CX Digital Channels Agent AI Assist

Technical Note: Sangoma CX Digital Channels Agent AI Assist

Index

Introduction

Requirements

Sangoma CX Tier

AI Assist Configuration

Setting up AI Assist

Features currently supported by AI Assist

How Agents can use the AI Assist

FAQs

Are AI Assist results always accurate?

Why AI Assist is not providing suggestions?

AI Assist is designed to assist agents in generating reply suggestions, improve draft content, and correct grammar, among other things while using digital channels.

Overall, the AI Assist enables agents to handle more complex customer queries, provide more personalized support, and ultimately enhance customer satisfaction.

This feature is part of the omnichannel capabilities which is only available in the Sangoma CX Premium Tier. You can review the tier enabled in your tenant by clicking the name associated with the logged user in the upper right corner on the Sangoma CX portal.

If you want to upgrade your current tier to enable this capability, please contact your Sangoma Partner or a Sangoma Sales Representative.

Open AI Key

Currently, Sangoma CX only supports OpenAI as the AI provider. Specifically the gpt-3.5-turbo model.

Customers must have an OpenAI account to generate the OpenAI key needed to enable and configure this feature.

Please note Sangoma does not include or provide the OpenAI accounts or OpenAI keys as part of Sangoma CX service.

Note: Once enabled, all agents in the Tenant will be able to use AI Assist while handling Digital Channels.

1. Log in the Sangoma CX tenant as administrator.

2. Click System at the top of the page then Configuration in the left side menu.

3. In the Configuration menu, click on “AI Assist”, and the following screen is displayed.

4. Click on the “ENABLE” button to open the “CONFIGURE AI ASSIST” pop-up window.

5. Provide a valid OpenAI key and click the “ENABLE” button.

1. Log in the Sangoma CX tenant as administrator.

2. Click System at the top of the page then Configuration in the left side menu.

3. In the Configuration menu, click on “AI Assist”, the following screen is displayed if AI Assist is enabled for the tenant.

4. Click on the “DISABLE” button the AI Assist will be disabled for the tenant.

• Reply suggestions: Reply suggestions provide agents with suggested replies based on the conversation history. These suggestions can help agents respond quickly and accurately to customer queries.

• Fix spelling and grammar: AI Assist can fix spelling and grammar errors in the agent's current draft, ensuring that the customer receives a more professional and accurate message.

• Expand: AI Assist can expand on the agent's current draft, providing additional information and context to the customer.

• Shorten: AI Assist can shorten the agent's current draft, simplifying the message, making it easier for the customer to understand.

• Change message tone to friendly: AI Assist can change the tone of the agent's current draft to make it more friendly and approachable.

• Use formal tone: Alternatively, AI Assist can adjust the tone of the agent's current draft to make it more formal and professional.

• Simplify: AI Assist can simplify complex language and concepts, making the agent's response easier for the customer to understand.

If AI assist is enabled, Agents will see a magic wand icon at the bottom of the Message Editor area, when handling a Digital Channel Conversation in the Agent Panel.

When clicked, the agent will be presented with various AI assistance options depending on if the agent has entered a message in the Message Editor or not.

• If there is no message typed, AI Assist will provide “Reply Suggestions”.

• If there is a message typed, AI Assist will provide the following options:

• Improve Writing

• Fix Spelling and Grammar

• Expand

• Shorten

• Change message tone to friendly

• Use formal tone

• Simplify message

• Once the Agent selects an option, a pop-up window will display the content generated by the AI Assist. The Agent can accept the suggestion by clicking the “USE THIS SUGGESTION” button.

• The previously type reply is replaced with AI Assist suggestion. The Agent will be able to make further adjustments before sending the message.

The results may not always be accurate. While the AI Assist is designed to provide accurate suggestions, it is important for agents to review and verify the suggestions before sending them to customers. Additionally, we are continuously working on improving our AI Assist.

If the OpenAI Key is invalid the Agent Assist icon in the Agent Panel will be displayed but it won’t provide any suggestion. If this happens, disable and enable AI Assist as detailed in the AI Assist Configuration section using a valid OpenAI Key.

What OpenAI Model is used by AI Assist?

The AI model used is gpt-3.5-turbo model.