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While building your bot, you can seamlessly use the power of AI to enhance the content in the dialogs. This provides personalized responses to your customers. AI Copilot lets you easily expand answers, rephrase answers, adjust tone, translate responses, fix grammar and spelling, or summarize conversations. |
Note: To ensure that the Agent Assist function can be used normally, first make sure OpenAI is connected.
Step by Step Instructions:
（1）Log in to the CloudCX Control Panel.
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Create a New AI Copilot
Prerequisites
To use the features related to AI, you need to complete the OpenAI integration in App & Integrations > OpenAI first. You can find more details about Integrate OpenAI in CloudCX 8.4 Integrating OpenAI in CloudCX.
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Step-by-Step Instructions
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Go to your system
CloudCX installation domain, and log in with the admin account.From the left navigation menu, go to Automation > Agent Assist > AI Copilot.
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(Optional) Click on the
button to customize a name for
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your AI Copilot.
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The name will display as the name of the AI Copilot function in the Agent panel.
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(Optional) Click on the
button to add a new AI Copilot.
Input a name for the new AI Copilot.
Click on the
button to select or upload an icon. Add a description to describe this AI Copilot.
Add a prompt to let OpenAI know what exclusively behave you want them to do.
Click Add to save.
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Turn on the
button to enable the new AI Copilot.
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Default AI Copilots
Summarize conversation
Teammates Agents can choose to edit a summary first before adding the Note to the conversation, or add the Note straight away.
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You can choose the language you want the AI to output content in.
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Expand text
Generate more context and information to your input, making them more informative and helpful.
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Fix your grammar and spelling mistakes, to ensure your replies are always flawless.
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Creating a Custom Prompt
To create a new custom prompt, click the Add button.
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On the New Prompt dialog, provide the following information:
Option | Description |
Prompt Name | Enter the name of your custom prompt. For example, Make Concise. |
Prompt Description | Enter the description of your custom prompt. |
Prompt Action | Enter the action you want your prompt to perform. For example, Make the sentence shorter and concise. |
Save | Click this button to save the prompt settings. |
Cancel | Click this button to discard your changes. |
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Enable/Disable Prompts
To enable a prompt, swipe the toggle of the prompt right so that it is available in the Messaging Console.
To disable a prompt, swipe the toggle left so that it is not available in the Messages Console.
Edit/Delete Prompts
You can click the button after the custom prompt to edit and delete.
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Manage AI Copilots
Language: You can choose the language you want the AI to output content in.
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Note:
The {{Language}} variable must be included in the custom prompt for the language setting to take effect.
The language setting is only for Summarize conversation and custom AI Copilots (if language variables are inserted).
Enable / Disable:Turn on/off the toggle button to enable/disable AI Copilots.
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Edit/Delete: Click the
button next to the new AI Copilot to edit or delete it.
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Note: You can only edit or delete the customized AI Copilot, the default AI Copilot can be turned on/off, can not be edited or delete.