Symptom / Need

As an agent, you need immediate support to respond accurately to customers, compose messages correctly, or better understand the context of the calls, chats, or interactions you handle from wolkvox Agent.

Context / Scenarios

During your customer service journey, you may encounter questions about how to answer a complex question, misspellings, or even the need to summarize long messages. In these cases, having a smart tool that provides suggestions, corrections, or answers can make the difference between ordinary customer service and an excellent customer experience.

At wolkvox Agent, that tool is wvx Copilot: an artificial intelligence assistant trained by your operation's administrator with specific information to support you while handling calls, chats, or interactions. This tool requires no technical knowledge to use and integrates intuitively into various sections of the application.

Answer (Solution / Recommendation)

wvx Copilot can assist you in four main areas within wolkvox Agent, depending on what the operation administrator has enabled:

During calls – Real-time analysis and help

1. Go to the left side menu and click on the Voice section.
2. Then, click on the wvx Copilot tab.
3. Select the Real-Time tab. Here you'll see three key areas.
4. Overall sentiment of the call: A face and text with a colored background indicate the emotional tone of the call.
5. Transcript: Shows important questions the customer has asked.
6. Real-time responses: AI-generated suggestions to help you answer.

While taking calls – Direct queries to AI

1. Enter the Voice section.
2. Enter the wvx Copilot tab.
3. Select a wvx Copilot domain.
   1. The default domain is 'default'.
   2. The administrator of your operation is responsible for creating other domains with other AI training.
   3. The wvx Copilot response will depend on the AI training done by your administrator in the selected domain.
4. Select the Chat tab.
5. In the Ask Here field, you can:
   1. Write a question to get an answer.
   2. Request spelling corrections.
   3. Request a summary of a text.
6. Next to the field, use the button with the wvx Copilot icon to submit your question.
7. Use the drop-down arrow button to switch between:
   1. Questions and Answers.
   2. Spelling and writing.
   3. Summary.

During chats – Generating smart responses

1. Go to the left side menu and select the Chat section.
2. Choose the chat you are attending.
3. In the right side menu, click on the icon that shows four squares with blue borders.
4. An options panel will open, click on the button with the wvx Copilot icon.
5. At the bottom, write your request in the instruction field.
6. Then click the wvx Copilot button to submit your query.
7. The response will appear in the Generate Response field.
8. At the bottom there are two buttons:
   1. [✓ Icon] Send Response to Customer: Click this button to send the AI-generated response directly to the customer.
   2. [↻ Icon] Regenerate Response: Use this button to request the artificial intelligence to generate a new response.

When responding to emails or social media (interactions)

1. From the left side menu, go to the Interactions section.
2. Select an interaction (email, Facebook/Instagram comment, Twitter).
3. Click the Reply to Interaction button (arrow icon on the left). It's also available under "Reply All" and "Forward" if the interaction is an email.
4. At the bottom of the response editor, click the wvx Copilot button.

1. A modal window will open with the body of the customer's message.
2. You can edit the text and then submit the query using the arrow button ('>' icon).
3. The AI will give you a wording suggestion that you can use directly or modify.
4. Copy and paste the answer into your client's response.

Remember:

• All responses wvx Copilot gives you are based on information trained by your operation administrator.
• Training is limited to what was configured in the 'default' domain.
• If you notice that wvx Copilot is not responding correctly or is not appearing, please notify your supervisor: it may not be activated in your operation.