How to use AvoAI Agent Assist
A guide on how Avochato’s AvoAI Agent Assist can help your team
AvoAI Agent Assist Features
Agent Assist is a suite of features designed to help you and your team communicate with your audience. If you’d like to learn more on setting up an AvoAI Agent, go here.
1. Recommendations
With AvoAI’s Recommendation feature, it’s faster to create a response with our powerful AI. Suggested responses will be automatically generated in the conversation view.
Use the response by clicking on it. Upon click, the message will populate into the chat box. From here, you can edit the message or simply hit “send” if the response is already perfect.
Don’t like the initial suggestion? No problem! Simply click on the circle icon next to the suggestion and AvoAI will generate a new response. Recommendations are only sent if you choose to send them — otherwise they simply disappear.
Read more about Recommendations here.
2. Insights - Sentiment Analysis
Sentiment Analysis gives a numerical rating to a conversation. The rating will range from 0 to 10, 0 being very negative and 10 being very positive. Along with a score, Sentiment Analysis will summarize the main topic of the conversation and list action items.
Insights and Sentiment analysis data is reviewable Analytics on the AI and Insights tab. Use Insights to prioritize conversations, improve team performance, and gain real-time insight into customer sentiment—all without reading every message.
Automated Insights
View the Score and Summary in the inbox. Sort conversations by the Highest or Lowest Sentiment Score. Sentiment Refresh on a recurring basis for each of your active conversations. Select the desired refresh: Every day, every 3 days, and every 7 days.
Read more about automated Insights (Sentiment Analysis) here.
Manual Insights
Once you turn ON Agent Assist, you will see the purple AvoAI Wand is accessible via your conversations. Clicking the wand expands a side panel will appear with the new AvoAI functionality.
Sentiment Analysis in Conversation View
By clicking “Analyze”, the AI will scan the conversation and give you three results:
- Rating - a numerical value assigned to a conversation to gauge the overall sentiment
- Summary - gives a general idea of what is discussed in the conversation
- Actions - lists any action items that were identified during analysis
The generated result will be added on the conversation log.
Sentiment Score Indicator
After analysis, the latest sentiment score will appear on the conversation list.
Sort by Sentiment Score
A new sorting method for the inbox will be available when Sentiment is on. Conversations that haven’t been manually analyzed will rank at the bottom when this sorting feature is used.
3. Summarize Ticket
If you are taking over a ticket or another agent is stepping in on yours, utilize “Summarize Ticket” to create a summary based on all inbound and outbound messages within that ticket.
Summarize
Click on the “Summarize” button to create a summary of the ticket. Clicking on “Summarize” again will create a new summary.
Add to Note
You can either leave the summary as is for a realtime FYI, or you can add that summary as a note for future reference.
4. Generate Messages
If you are not sure how to respond or how to start a new message, “Generate Messages” will help with creating a new response based on the contents of the conversation with that specific contact.
Generate
Click on the “Generate” button to create a new message based on the conversation. Clicking on “Generate” again will create a new message.
Send
You can either edit the generated message within the AvoAI panel first before sending, or send the generated message as is directly from the panel.
5. Spelling & Grammar
In addition to checking for any misspellings, AvoAI’s “Spelling & Grammar” feature can help improve your grammar as well.
Spelling & Grammar
Either copy + paste the message you would like reviewed, or directly type into the text box. Then, click on the “Spelling & Grammar” button to create an improved version of your message. Clicking on “Spelling & Grammar” again will create a new version of your message.
Send
You can then send the updated version of your message directly from the panel.
6. Ask Anything
Have a question and need an answer right away? Use “Ask Anything” to get answers without leaving Avochato.
Ask Anything
Enter a question in the field and hit “Ask” for our AI to help you with an answer.
Access to Agent Assist
If you can’t switch Agent Assist ON nor see the purple AvoAI wand in the conversation menu, you might be lacking the permission to access these. To update your permissions (may need help from the account owner or admin), please click your profile icon at the upper right hand of Avochato and hit “Manage Organization”. Once in the Manage Organization view, click “Users” in the left hand panel. A user list will show and from there, select the appropriate user and enable AvoAI permissions as needed.
A new sorting method for the inbox will be available when Insights is on. Conversations that haven’t been manually analyzed will rank at the bottom when this sorting feature is used.