AI Copilot Smart Wrap-Up is designed to reduce manual work and improve efficiency by simplifying the post-chat workflow for agents. By leveraging generative AI technologies, Smart Wrap-Up provides suggestions for wrap-up field values after a chat ends, allowing agents to finalize chats quickly while ensuring essential details are captured.
Smart wrap-up is enabled by default, and you can customize the settings based on your business requirements. You can:
- Enable auto suggestion for wrap-up fields when a chat ends.
- Enable auto-submit wrap-up fields when a chat ends.
Default Agent Side Experience
As soon as you have deployed an AI Copilot into a Live Chat campaign, agents can use it to generate wrap-up suggestions from the Agent Console. When a chat ends, agents can click the Generate Suggestion button under the Wrap-Up tab, and then choose and apply the values on the suggestions card.
Enable Auto-Suggestion and Auto-Submission
From your Comm100 Control Panel > AI & Automation > AI Copilot > Smart Wrap-Up, you can enable the auto suggestion and auto submit functions. The auto-suggestion and auto-submit functions are disabled by default.
- Auto suggest the value for wrap-up fields when the chat ends
When enabled, a wrap-up suggestion card appears automatically under the Wrap-Up tab when a chat ends. Agents can choose and apply the suggestions for the wrap-up fields. - Auto submit the value for wrap-up fields when the chat ends
When enabled, the wrap-up fields are populated with AI Copilot suggestions automatically when a chat ends. Agents can edit the suggested values before saving the wrap-up form.
