Empower your support team with Threado AI Agent Assist

Setting up Agent Assist on the dashboard

Step 1: Signup to Threado AI if you haven’t already.

Step 2: Before you customize the bot, it’s important for the bot to be trained on your knowledge bases so it understands your product or service in detail. You can train the bot on public knowledge bases through URLs, PDFs, tabular data through CSVs, Slack or Discord conversations, and past ticket resolutions or internal docs through integrations like Zendesk, Freshdesk, Notion, and Confluence.

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Step 3: Test the bot to make sure the answers are accurate. This is important because your agents will rely on the bot to provide solutions for customer questions. Ensure that you extensively test the bot before your team starts using it.

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Step 4: You can customize the bot to personalize and make it your own. It can be installed as a Chrome extension app and Slack bot.

Chrome Extension

The Threado AI Agent Assist Chrome extension will sit on top of any ticketing or help desk software like Zendesk, Freshdesk, etc., and help agents by summarizing support tickets, suggesting auto-improved responses based on customer tone, voice, and sentiment.

You can define the auto-improve command by choosing the tone of the response.

You can also set the AI to check the agent's response to see if it includes a greeting, check for grammatical and logical correctness, and check for clarity of the response.

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Slack

You can also use the Agent Assist bot on internal or team Slack workspaces where agents can ask the bot a query and the bot auto-responds based on the sources it's been trained on. Agents can save time and get accurate answers to customer queries simply through Slack channels.

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Step 5: Install the Chrome extension on your browser and you can also invite agents directly to use the Agent Assist tool.

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Using Threado AI Agent Assist on Chrome

After installing the Threado AI Agent Assist Chrome extension, the agent can now access the extension on ticketing or help desk web apps like Zendesk and Freshdesk.

The Threado AI Agent Assist tool extension launcher can be seen on the right sidebar of the browser. You can open and close the bot from here.

AI Reply

This feature allows you to post customer queries and get instant responses. As an agent, this is a helpful feature to improve respoocnse rates and resolution time drastically.

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Auto improve

You can auto-improve a response to match the brand tone and voice. This AI auto-improvement is based on the customizations done on the Threado AI app.

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Rephrase

You can leverage the tool to improve your customer response using this option.

Select Rephrase from the Agent Assist tool and write your response. The tool rephrases and improves the response in terms of comprehensiveness, tone, and voice of the brand.‍

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‍Expand

You can choose the tool to expand on your answer and make it more detailed.

Select Expand from the Agent Assist tool and write a brief version of your answer. The tool will interpret and expand on the answer automatically.

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Shorten

You can also choose to shorten a detailed explanation into a brief response.

Select Shorten from the Agent Assist tool. It automatically interprets the answer and summarizes it for the agent.

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Summarize current ticket

Since the extension sits on top of the browser, any ticketing tool you use can be summarized so agents can understand the context of tickets faster.

The Agent Assist automatically detects a ticket and summarizes it when you launch it. Alternatively, you can also select Summarize ticket on the Agent Assist tool to give you a brief summary of the whole ticket.

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Threado AI Agent Assist for team efficiency

Threado AI Agent Assist ensures comfort for agents. This means being present wherever agents are through omnichannel support. Not only can agents access the bot anytime through the launcher, but also access it through Slack channels to ask queries directly. What’s more, agents can leverage the bot to get well-formulated answers to customer queries and fill in the gaps of the unanswered queries by improving the knowledge base aka data on which the bot has been trained.

With AI Agent Assist, your agents can answer queries faster saving time on searching through databases and understanding the context of the queries asked. This directly results in significant improvements in metrics like Resolution time, First Response Time, First Contact Resolution, Average Handling Time, and even customer-facing metrics like the CSAT score. Some of our customers have already seen great improvements, you can too.

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