AI Knowledgebase - Copilot Agent Assist

GenAI agent assist for chat agents - get suggested responses based on your pre-approved knowledgebase

Talkative's Copilot Assist feature gives agents generative AI suggestions to agents based on the customer's messages.

Pre-requisites:

• AI Knowledgebase Licence - please contact Talkative to enable this on your account

Set Up

First, please set up an AI Knowledgebase. You can do that by following section 2 of this guide:

Talkative GenAI Chatbot - AI Knowledgebases

Once your AI Knowledgebase is created, go to Settings and search for Copilot Configs:

Click Create Copilot Config.

Within each config, you select which queues the AI Knowledgebase should apply to. Do not map a chatbot queue to the model.

You can have multiple models, useful for if you are serving multiple brands from a single Talkative account.

You can only map 1 Knowledgebase per queue.

Functionality

You can choose to enable each of the three features independently: 

1. AI message auto complete

When enabled, AI suggests messages to the agent based on what they have already written.

Individual users can disable this feature by going to User Profile > User Configs > Disable:

When you accept interactions in the console, you will be given a message suggestion based on your knowledgebase:

The suggestion will take into account the entire transcript/conversation.

If no appropriate response is returned from the model, the agent will not receive a suggestion.

Canned messages will appear below the AI answer once you start typing:

Data

Only the message transcript is sent to OpenAI, pre-chat form data and other interaction metadata is not used. OpenAI does not store any messages or responses. Please familiarise yourself with OpenAI's privacy policies before using the system. https://openai.com/policies/api-data-usage-policies