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Version: 3.2.x

AI Assistance

Overview​

The AI Assistance feature in Optave Assistant empowers support operators to deliver exceptional customer service through intelligent, context-aware message generation and response tools.

AI-Suggested Replies​

Optave Assistant automatically generates suggested replies based on customer interactions:

  • Analyzes incoming customer messages to understand context and intent
  • Generates contextually relevant and professionally-crafted responses
  • Displays confidence, completeness, and effectiveness scores for each suggestion
  • Supports multiple language options for global customer service teams
  • Provides real-time streaming of suggestions with natural typing effects

ai-assistent

Reply Workflows & APIs​

Optave Assistant delivers three types of replies by leveraging specialized APIs:

  • Suggested Replies: Automatically generated based on conversation context, powered by real-time insights from the Customer Interaction API.
  • Elevated Replies: Optimized responses with enhanced tone and context via the Elevate API.
  • Refined Replies: Finalized responses incorporating adjustment instructions for clarity and precision through the Adjust API.

Benefits​

  • Increased Efficiency: Reduces time spent crafting responses
  • Consistent Quality: Ensures all customer interactions maintain high standards
  • Knowledge Integration: Seamlessly incorporates knowledge base materials
  • Quality Assurance: Provides objective metrics for message quality
  • Multi-Language Support: Breaks down language barriers with translation