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AI Copilot lets you easily expand answers, rephrase answers, adjust tone, translate responses, fix grammar and spelling, or summarize conversations.

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

  1. Go to your system CloudCX installation domain, and log in with the admin account.

  2. From the left navigation menu, go to Automation > Agent Assist > AI Copilot.

  3. (Optional) Click on the image-20240926-082251.png button to customize a name for 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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  1. (Optional) Click on the image-20240926-082829.png button to add a new AI Copilot.

  • Input a name for the new AI Copilot.

  • Click on the image-20240926-083156.png 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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  1. Turn on the image-20240926-090859.png button to enable the new AI Copilot.

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Default AI Copilots

Summarize conversation

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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Expand text

Generate more context and information to your input, making them more informative and helpful.

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Rephrase text

Easily generate alternative phrases and responses based on your input, allowing for more diverse and personalized conversations. With Rephrase, you can ensure that your bot dialogs are engaging to your customers.

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Enhance tone

Automatically change the tone of the message you’ve written to sound more like your own tone, be more casual/friendly or more formal depending on what suits your business or the situation.

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Translate

You can translate your message into another language if you're handling a query in a different language.

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Fix grammar & spelling

Fix your grammar and spelling mistakes, to ensure your replies are always flawless.

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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:

  1. The {{Language}} variable must be included in the custom prompt for the language setting to take effect.

  2. 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 image-20240926-091120.pngbutton 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.

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