Introducing your AI assistant
The March 2024 release of OneDesk has brought an exciting new feature — Odie the Ai-powered assistant! Odie (‘OD’) is a Chat-GPT-like AI tool integrated with OneDesk’s messenger and customer-facing applications. The AI uses advanced and modern technology such as large language models (LLMs) and generative AI to make suggestions, generate replies, and answer customer queries. Odie is a personalized assistant, meaning its answers are trained on your own content.
Odie is in beta but is available for purchase now. You can also test it out with a 14 day trial. The trial is available on all plan levels and full purchase is available on Enterprise plans. Pricing is $9.99USD per user/month. This includes approximately 1000 queries per month for each user-license you have. So, if you have 20 users, you have 20,000 queries!
In addition, If you would like to be a beta tester during our beta period, we would be happy to offer you 3 months of the AI add-on for free. In exchange you would agree to develop your knowledge corpus, and provide your feedback, bug reports, and suggestions. Get in touch if this interests you.
How it works
The AI assistant enables your customers to receive AI-powered support from the customer applications (knowledgebase, messenger, and webforms). For agents, the AI can help simplify work by suggesting saved replies or generating new replies based on the context of the conversation. In both cases, the AI draws on your content, summarizes it, and utilizes it to generate real-time and human-like conversations and replies.
The AI draws from content created in your OneDesk account. You can choose one or more of the following sources of content to create your ‘knowledge corpus’:
- Saved replies (canned responses)
- Previous replies (made by an agent to a customer)
- Knowledgebase articles (which have been added to a kb category)
As you write articles, save replies, or send replies to customers, the AI Assistant will grow smarter and more accurate.
What can the AI Assistant do for you
- Reduce support and ticket volume – The AI assistant is made to handle questions from live chat, aid in self-service, and deflect tickets. As such, the AI can greatly reduce the workload of your support agents.
- Provide 24/7 support – Provide support to a global audience or to the night owls out there. 😉 You can set your AI assistant to always take care of customer chats or to respond only when you are offline.
- Enhance your workflow – The AI assistant, as the name implies, can assist your agents too. You don’t need to search or browse through your saved replies to find the best option anymore, the bot will do it for you. The bot can also generate new replies. You can add these generated replies to your corpus as well by saving them.
- Customizability – You can configure the name and icon of your assistant. You can also adjust how the bot responds. One option is ‘content relevancy level,’ this determines how broadly related the content must be in order to be considered by the bot. The other option is ‘reply variability,’ this determines the level of ‘randomness’ the bot will give in the way it replies.
- Constrained to your content – As mentioned, the bot is trained on your own content. In this way, you can rest assured that your AI assistant is giving the most accurate and relevant information to your customers.
What the AI can do for your customers
Enables natural conversations – Gone are the days of trying to get a bot to understand your question. The AI assistant uses modern large language models to understand customer queries and reply using natural language.
Provides trusted answers – Since the bot’s knowledge is based on your own company content, customer’s can actual rely on the answers they receive.
More to come
More great features are to follow in the coming months. A few to look forward to are:
- Support for adding web pages from your own website as training sources and reference links.
- Ability to individually blacklist specific pages and other content in your knowledge corpus.
And more! Feel free to also request any features you’d love from Odie!
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