AI Assist lets you leverage the power of AI to conduct engaging conversations with customers. You can start off by providing educational material to help AI Assist learn about your business requirements. Once done, it can formulate responses to customer queries based on the information it has.

1 Enable AI Assist
- 1.1 Prerequisites
- 1.2 Step-by-Step Instructions
2 How it Works

Enable AI Assist

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.

To use AI Assist, you need to create a dataset in Automation > Agent Assist > Dataset Resources first. You can find more details about Dataset Resources Dataset Resources.

Step-by-Step Instructions

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 Assist.
Turn on the button to enable AI Assist.

Select a dataset for AI Assist. AI Assist can provide AI-generated answers using a wide variety of Dataset Resources . As your support content gets better, AI Assist does too—along with its response correct.

You can choose the language you want the AI Assist to output content in.

Enter the prompt you want AI Assist to perform the action. You can use the default prompt, or modify the default prompt to a new one. If you still want back to the default prompt, click Reset.

(Optional) You can click Manage Datasets switch to Dataset Resources to manage datasets.

Click Save.

How it Works

After enabling AI Assist, agents can click AI Assist to draft responses to customer queries in the Agent Panel.