AI Rewrite

Tidio's AI Rewrite is 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:

• How AI Rewrite works
• How to get the most out of this powerful tool

Using AI Rewrite

Tidio's AI Rewrite uses advanced machine learning algorithms to analyze the input provided by the agent and generate a well-composed reply. You can see the AI Rewrite button on the bottom of your text input field, whenever you're in a conversation (or ticket):

Paraphrasing text input

To use AI Rewrite, simply type in the message you would like to provide and click on the magic wand button at the bottom bar.

The AI will then generate a reply based on your input, which you can review and edit as needed. The reply should be well-composed and grammatically correct even if your input was not ideal:

Of course, you can accept the generated response, or start over with a new input and using the wand button again.

Summarizing ticket threads

AI Rewrite offers an additional option when you're using Ticketing. While you're inside a ticket thread in your Tickets folder, you will notice that the magic wand button now lists two options: AI Rewrite and AI Summarize.

AI Rewrite option is the same as before; it paraphrases your input into a properly-constructed message.

The AI Summarize option is unique to Ticketing, and it produces a summary of the current ticket thread. 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 AI Summarize option resulted in a short conclusion of the entire thread:

The agent used it for an internal note for quick future reference, before closing the ticket completely:

Tips for Getting the Most Out of AI Rewrite

Provide clear and concise input

The more information you provide to AI Rewrite, 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 Rewrite is 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 Rewrite is 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.