Introduction

In this session, we will be discussing the CoPilot feature, which is a part of the Terra AI module provided by Verloop.io. This feature makes use of relevant documents and training materials to assist agents in answering customer queries based on LLM models and document cognition.

Uploading Relevant Documents

To get started, we need to upload a sample document that has relevance to the customer's queries. This document contains answers pertaining to the customer's question and is a multi-page document.

Generative AI's Document Training Feature

Now, let's consider a scenario in which an agent interacts with a customer through the live chat UI. By clicking the blue icon that pops up against the customer's chat bubble, we are able to get a system-generated response in a matter of seconds. The Generative AI can create a response as long as the customer's question is within the scope of the documents uploaded.

AI Rephrasing

The AI rephrasing feature allows you to rewrite or rephrase your words, sentences, or entire content with the click of a button, preventing the need for manual checks.

AI Expansion

The AI Expansion feature enables agents to consistently expand words and phrases to respond to customers with minimal writing effort. This feature expands sentences with better structure and grammar.

AI Tone Adjustment

The AI Tone Adjustment feature allows you to adjust the tone of your words, sentences, or entire content as casual, semi-casual, and formal. This feature provides agents with a simple one-click solution for adapting their message tone in a friendlier or more formal language.

AI Summary

The AI Summary feature can be accessed by clicking on the Internal Notes tab on the Live Chat UI. By clicking on the Summarize Chat button, we're able to obtain a brief summary of the conversation that took place with the customer. The goal of this feature is to help agents better understand the context of conversations in order to improve response time and quality of conversation.

Conclusion

The CoPilot module is a powerful tool that can assist agents in answering customer queries quickly and efficiently. With features like AI rephrasing, expansion, tone adjustment, and summary, agents can provide a better live chat experience for customers.