Tidio's AI Tools are a kind of reply assistant designed to help customer service agents deliver high-quality, well-composed replies to customers faster. With the power of AI, it can generate responses from the input provided by the agent. Additionally, for tickets, the tool can also be used to generate a summary of the communication so far.
In this article, you'll learn:
Using AI Tools
Tidio's AI Tools use advanced machine learning algorithms to analyze the input provided by the agent and generate a new, well-composed reply. You can see the AI Tools button in the bottom-left of your text input field, whenever you're in a conversation (or ticket).
To properly use AI Tools, you must first type in a message which will serve as the basis for generating a new response.
The available options allow you to rewrite, elaborate, or shorten your message. Email replies additionally include the option to summarize the entire thread so far (most useful as an internal note for your agents).
Rewrite - paraphrasing your response
The Rewrite option is very useful for changing the form of your message - recreating it using different words. It can be especially useful if you are writing in a hurry and you're worried about typos or non-ideal formatting. Please see an agent's example response below:
The AI's Rewrite option will then generate a reply based on this input, which you can review and edit as needed. The new reply should be well-composed and grammatically correct even if your input was far from perfect:
The tools works the same way for email responses, of course. An agent may write something simple and not fully appropriate:
... and the Rewrite tool can transform the message:
Elaborate - expanding your response
The Eleborate tool can help you create a slightly longer response, which can be useful if you're worried that your short reply may be seen as too direct or hurried in some way, or if you'd simply like to try a different style for inspiration. Please see this example response from an agent:
The Elaborate tool can expand this response, and the result may be something like this:
Of course, you should always use your own judgement and customize this response if you feel it's too much, or not ideal for your situation.
Shorten - minimizing your response
The Shorten tool can do the opposite of what Elaborate does - it can take your input and generate a message that is more concise. Lets take a look at an example written by an agent:
The Shorten tool can be used for a slightly more direct reply, which you may find more appropriate in certain situations:
Summarize - for ticket threads only
Tidio's AI Tools offer an additional option when you're using responding via email: Summarize. You will see it listed under AI Tools while you're inside a ticket thread:
This option is unique to tickets (emails), and produces a summary of the current ticket thread so far. This can be useful if you'd like to leave an internal note with a clear description of the whole interaction or its results.
As an example, here's a basic ticket thread where a customer asked some questions regarding a possible order:
In this case, clicking on the Summarize option resulted in a short conclusion of the entire thread. It is automatically generated in the form of an internal note, visible only to agents:
The agent used it for an internal note for quick future reference, before closing the ticket:
Tips for getting the most out of AI Tools
Provide clear and concise input
The more information you provide to AI Tools, the better it will be able to generate a relevant and helpful reply. Make sure to articulate clearly the context of the conversation and the customer's inquiry.
Be specific with your input
The AI is trained to recognize specific types of inquiries and respond accordingly. Be specific with the type of inquiry being made and the information you would like to include in your reply.
Use a professional tone
AI Tools are designed to generate professional, helpful replies. Make sure to use a tone that is appropriate for a customer service context.
Review and edit generated replies
While AI Tools are designed to generate high-quality replies, it's always a good idea to review and edit the generated reply to ensure that it is accurate and relevant to the specific situation.
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