Introduction

wvx Copilot provides immediate support to accurately respond to customers, draft messages correctly, or better understand the context of calls, chats, or interactions you handle from wolkvox Agent.

During your customer service shift, you may face doubts about how to respond to a complex question, writing errors, or even the need to summarize long messages. In those cases, having an intelligent tool that provides suggestions, corrections, or responses can make the difference between ordinary service and an excellent customer experience.

In wolkvox Agent, that tool is wvx Copilot: an AI-powered assistant that has been trained by your operation's administrator with specific information to support you while handling calls, chats, or interactions. This tool does not require technical knowledge to use and integrates intuitively into various sections of the application.

How to Use It?

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

During Calls – Real-Time Analysis and Assistance

1. Go to the left sidebar menu and click on the Voice section.
2. Then, click on the wvx Copilot tab.
3. Select the Real-Time tab. Here you will see three key areas.
4. Overall Call Sentiment: A face and text with a colored background indicating the emotional tone of the call.
5. Transcription: Shows important questions the customer has said.
6. Real-Time Responses: AI-generated suggestions to help you respond.

While Handling Calls – Direct Queries to AI

1. Go to the Voice section.
2. Go to the wvx Copilot tab.
3. Select a wvx Copilot domain.
   1. The default domain is 'default.'
   2. Your operation administrator is responsible for creating other domains with different 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. Ask for a summary of a text.
6. Next to the field, use the button with the wvx Copilot icon to send your question.
7. Use the dropdown arrow button to switch between:
   1. Questions and Answers.
   2. Spelling and Writing.
   3. Summary.

During Chats – Intelligent Response Generation

1. Go to the left sidebar menu and select the Chat section.
2. Choose the chat you are handling.
3. On the right sidebar menu, click on the icon showing 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 on the wvx Copilot button to send 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 the customer: Click this button to send the AI-generated response directly to the customer.
   2. [↻ Icon] Regenerate response: Use this button to ask the AI to generate a new response.

When Responding to Emails or Social Media (Interactions)

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

5. A modal window will open with the body of the customer's message.
6. You can edit the text and then send the query with the arrow button (icon ‘>’).
7. The AI will give you a drafting suggestion that you can use directly or modify.
8. Copy and paste the response into your reply to the customer.

Remember:

• All responses provided by wvx Copilot are based on the information trained by your operation's administrator.
• The training is limited to what was configured in the 'default' domain.
• If you notice that wvx Copilot is not responding correctly or does not appear, inform your supervisor: it may not be activated in your operation.