Lyro Copilot

Want to use the full power and convenience of AI responses without losing your personalized touch with visitors? Are you curious about Lyro but not quite ready to use it yet? You can give Copilot a try!

Copilot is a tool that will generate suggested responses to incoming chat messages and tickets on request, so that you can modify them before sending (if necessary). Copilot help you save time and effort, allowing you to focus on providing support your visitors deserve.

 

In this article, you'll learn:

• How to enable Copilot
• How to use Copilot
• How to use Copilot's AI improvisations
• How to enable automatic response generation

 

 

Getting started

 

Since Copilot is a component of Lyro (and uses the same knowledge as Lyro), to get it up and running you first need to enable Lyro and add your respective data sources. You can learn how to enable Lyro and add data sources in our dedicated quick setup guide. 

 

Once a data source is uploaded, you will see it listed in the Data sources tab of the Lyro AI Agent section:

 

 

 

You will notice that the Used by column displays Lyro and Copilot tags; that allows you to see if the particular question-and-answer (Q&A) pair is being used by either Lyro or Copilot, or both (or neither).

To ensure Copilot is allowed to use the knowledge you've added, click on a specific Q&A pair and toggle the Copilot tag on:

 

 

 

Using Copilot in a conversation or ticket

 

Once everything is set up, your chat interface will include the Lyro Copilot answer button in the bottom-left:

 

 

 

Once clicked, Copilot will generate an AI suggestion for you to review; it's going to be displayed in the conversation itself, and will allow you to either use the suggestion or discard it completely:

 

 

 

Notice how Copilot's suggestion includes the Data sources tag in the upper-right; that confirms the suggestion is based on your Lyro data sources. It's also possible for Lyro to entirely improvise a suggestion (if not data is available); see more on that in this section of the article.

Once you click on the Paste to message input option, the message will appear in your input window - which means you will be able to either send it immediately, or modify it in any way you like first:

 

 

 

Naturally, you can also use Copilot when responding to tickets via Helpdesk - note the same Add Copilot answer button in the bottom-left:

 

 

 

Using Copilot's AI improvisations

 

Copilot is not limited to just using your data sources; it can also improvise if no information is available. This means that Copilot will never leave you without any suggestion; it allows the tool to be more flexible and still give you elegant-sounding responses. Please keep in mind that these suggestions are not based on any data at all, so it's crucial to review and modify them!

 

Whenever Copilot generates a suggestion that is improvised, it will be tagged with AI improvisation in the upper-right:

 

 

 

You can hover your cursor over that tag and see more details on what the possible tags mean:

 

 

 

In some cases, the suggestions can include placeholders, i.e. places in the message that you need to replace with actual information. This can relate to specific numbers or names (e.g. order numbers, prices, etc.), where it would be inappropriate for Copilot to simply improvise some data:

 

 

 

As with all AI improvisations, you should review this type of suggestions and modify it as necessary.

 

 

Enable automatic Copilot responses

While Copilot is always available for operators thanks to the dedicated Lyro Copilot answer button, you can enable an additional feature: generating responses automatically. Once activated, Copilot will automatically suggest a response when you join a live conversation and the visitor asks a question; you won't have to use the Lyro Copilot answer button for this first interaction.

 

You can enable (or disable) this feature via the Copilot tab, in in your Lyro Configure section: