Introduction to AI Copilot Suggestions 

Comm100 AI Copilot can help improve agent work efficiency by providing them with answer suggestions in real time. When agents are working on a chat or ticket, the AI Copilot presents multiple suggestions for a question to agents. Agents can choose an answer suggestion that appears automatically or let the AI Copilot generate another suggestion.
   

The suggestions feature is enabled by default. To optimize the AI Copilot’s performance, you need to:

• Add knowledge sources for the AI Copilot. The AI Copilot generates suggestions by using the Knowledge sources you provided. A comprehensive Knowledge repository is key for the AI Copilot to provide accurate suggestions. 
• Configure basic settings including matching score and suggestion number, and add synonyms to help the AI Copilot recognize variations of keywords in visitors' questions.
• Train the AI Copilot with unrecognized questions. 

Configure Suggestions  

To configure the Suggestions feature for the AI Copilot, follow these steps:

1. Log in to the Comm100 Control Panel.
2. From the left navigation menu, go to AI & Automation > AI Copilot > Suggestions. If you have multiple AI Copilots, make sure to choose the correct one from the drop-down list.
   
3. Under the Settings tab, complete the following settings based on your needs:
   
   • Define the minimum matching score for AI Copilot to provide suggestions. Answer sources with matching scores lower than the defined score are not provided as answer sources. The default score is 40.
   • Set the number of suggestions you want the AI Copilot to show. Up to five suggestions are allowed. The default is 3. 
   • To train AI Copilot with unrecognized questions, turn on the Automatically add unrecognized visitor questions to AI Copilot Learning section toggle. 
   • Add a title before an article link in the answer. When agents adopt a link type of answer suggestion, the text will be displayed to the visitor. The link type answers can be Knowledge base articles, cloud files, or webpages.
4. Under the Synonyms section, click New Synonyms, then input the Keyword and Synonyms on the New AI Copilot Synonym drawer.
    
5. Click Save.

Train the AI Copilot Using Learning

After being launched, AI Copilot continuously evolves and improves by learning from new questions. The AI Copilot learns from new questions which can be added automatically by the system or manually by agents.

• If Automatically add unrecognized visitor questions to AI Copilot Learning section is enabled, when the AI Copilot cannot provide a suggestion, the question is added automatically to the Learning question list.
• Agents can manually add customers' questions to the Learning list when handling chats or tickets.

You can add the questions in the Learning page to the AI Copilot’s knowledge repository by creating a snippet. 

To create a new snippet, click the plus icon in the Operations column, then input the Snippet content on the New Content – Snippet drawer.

• The question is automatically used as the snippet name, and you can edit it before saving.
• When the snippet is created successfully, the question is removed from the Learning page. You can find it in the Knowledge content list.

Use AI Copilot Suggestions from the Agent Console

After the proper setup, agents can use AI Copilot suggestions from the Agent Console. When receiving a visitor question, the AI Copilot provides an answer suggestion automatically. Agents can use AI Copilot suggestions in the following ways:

• Click a suggestion to adopt it. Edit the answer in the replying area before sending it out.
• Double-click a suggestion to send it out directly. The References part of the answer generated by Chatbot are not included when sent to the visitor.
• For automatic answer suggestions, mouse over the suggestion to preview the answer.
  
• Choose the message for which you want AI Copilot to show suggestions. If visitors send multiple messages in a row, mouse over the question for which you want responses and click the Get Suggestions option.
  
• Add a question to AI Copilot learning to train it. If you want AI Copilot to learn to answer a new question, mouse over the question and click the plus button.