Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Also required | Copilot |
| Access | Agent |
Auto assist works through a procedure step by step. A suggested reply helps you write; auto assist helps you work through the case.
The difference
A suggested reply answers the message in front of you. Auto assist knows the case has three steps, proposes the first, waits for you to approve, then proposes the next.
One helps you write. The other helps you work.
It follows what you wrote
Procedures are instructions in plain language: check this, then say that, then set this field. The AI carries them out and the agent approves each step.
So the quality of your procedures largely decides the quality of auto assist. Not entirely, though: it also draws on your help centre articles and on similar solved tickets, which is why it produces something usable before you have written many procedures, and why a thin knowledge base shows up here too.
Your procedures are one source among several, and the list shows how many of each it has to work from. Not every published article is in there: a help centre article counts only when it belongs to the Visible to everyone segment, so anything you restricted to signed-in customers or to agents is invisible here. The two columns are worth returning to once it is running: acceptance rate says how often agents took the suggestion, and coverage how much of the work a source reaches.
Where it fits
- Multi-step cases with a defined order: returns, cancellations, address changes.
- Anything with a compliance step that must not be skipped.
- Work that is handled differently by different agents, where consistency is the point.
Where it does not
Cases needing judgement, and cases you have never written down. Auto assist cannot infer your process; if two agents disagree about how something is handled, it has nothing to follow.
And two channels, regardless of how well written your procedures are: auto assist cannot be configured on chat or voice. It works on messaging and email, so check that against your busiest channel before you plan a rollout.
The agent still approves
Every step. Nothing is sent or changed without somebody agreeing, which is what makes it safe to use on cases that touch a customer's money.
Where to start
Your most common multi-step case. Write the procedure, test it, and watch a few real tickets go through it before adding a second.
Comments
0 comments
Article is closed for comments.