Product Announcements

This Generative AI tool assists agents in crafting high-quality responses faster by adjusting tone, rephrasing, expanding, and correcting grammar and spelling. It helps to reduce the time spent composing messages while enhancing agent productivity and improving the quality and consistency of responses.

Key Benefits:

• Rephrase (Friendly Tone): Offers alternative wording to maintain clarity while adding a warm, personable touch.
• Rephrase (Professional Tone): Provides alternative wording to ensure messages are clear, formal, and professional.
• Expand: Allows agents to enhance brief messages with additional details or context, improving clarity.
• Grammar & Spell Check: Automatically detects and corrects grammar and spelling errors, ensuring messages are error-free and polished.

Additionally, Analytics for Smart Compose allows you to track performance using key metrics like CSAT and TTR and compare the effectiveness of issue resolution with and without the Smart Compose feature.

To know more, visit our help article.

The Helpshift PC Widget is now available for Unity, offering seamless and native in-game support for Windows PC games and applications. This integration brings Helpshift’s Modern Support Journey, such as the Help Center, Smart Intents, Messaging, AI, and Automation, all directly embedded within the games. Players can access help without interruptions or the need to leave the game, leading to an improved gaming experience.

Key Features of the PC Widget:

• ​​Seamless integration into PC games and applications.
• Plug-and-play setup for quick deployment.
• Multiple display modes to fit various interface designs.
• Customizable to match your brand’s style and language preferences.
• User context tracking for personalized support workflows.
• Configure to show only Help Center, Chat, or both.

Refer to our help article for more information.

Suggest Response utilizes Generative AI to offer agents instant, context-specific replies, enhancing query handling efficiency and reducing response times. By generating responses based on past interactions and the current context it alleviates the need for agents to search through knowledge bases. This reduces response times and improves agent productivity, regardless of the agent’s training or workload, offering a faster and more seamless support experience.

Key Benefits

1. Instant Context-Driven Suggestions: AI uses the specific context of each customer query to suggest the most relevant and accurate answers instantly.
2. Consistent Quality: Agents, regardless of experience or workload, can deliver uniform, high-quality responses.
3. Faster Resolutions: AI eliminates the need for agents to manually search multiple sources, enabling them to respond faster and resolve issues more efficiently.
4. Increased Productivity: By generating instant responses, AI enables agents to handle more inquiries efficiently, freeing them up to concentrate on complex or urgent tasks.
5. Data Privacy Assurance: A zero-day retention policy with OpenAI ensures all customer data remains private and secure.

The Issue Summary feature automatically condenses customer support conversations into concise summaries. These summaries include details about the customer’s issue, attempted resolutions, reasons for unsuccessful attempts, and additional context. This ensures agents can quickly grasp essential information, preventing delays, promoting clarity, and maintaining consistent understanding across different agents. By eliminating the need for manual reading and retrieval of information, agents can resolve issues more efficiently, enhancing overall productivity in customer support operations.

Key Benefits

1. Effortless Retrieval and Quick Comprehension: Eliminate the need for manual information retrieval, saving time, minimizing the risk of overlooking critical details, and ensuring quick understanding of customer issues during ticket switching or transfer.
2. Contextual Continuity and Uninterrupted Transitions: Prevent context loss during ticket transfers or agent shifts, facilitating smooth handovers for seamless resolution without delays.
3. Consistent Style: Maintain uniformity in summaries across different agents, promoting clarity and consistent understanding.
4. Efficiency in Escalations: Streamline the review process for supervisors to make quick, informed decisions about escalated tickets and audits.

Take your customer understanding to the next level with the AI Sentiment Analysis feature. Analyzing the emotional tone of customer conversations allows you to gain valuable insights into their sentiment as they engage with support. This gives agents a chance to tailor their responses, provide a more empathetic and personalized experience, and even change the outcome of the customer satisfaction score. Seamlessly integrated into the Agent Workspace, this tool allows support teams to gauge the evolving sentiment of customers with Sentiment Trends as the conversation progresses.

Key Benefits

1. Enhanced Customer Experience: By accurately detecting and understanding consumer sentiment, agents can craft personalized and empathetic responses, thereby elevating overall customer satisfaction. 
2. Efficiency Boost: Prioritizing and promptly addressing negative sentiment messages reduces resolution times, enhancing support efficiency. 
3. Data-Driven Insights: The accumulation of sentiment data offers valuable insights into consumer sentiment trends, pinpointing areas for support enhancement and strategic improvement.
4. Seamless Integration: Integrated directly into the Agent Workspace, Sentiment Analysis seamlessly becomes a part of your support team’s workflow, enabling them to gauge player sentiment effortlessly