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Feature Release

This is the announcement for an upcoming ASAPP feature. Your ASAPP account team will provide a target release date and can direct you to more detailed information as needed.

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Overview

AI Compose now supports configuration of the global response list in ASAPP’s AI-Console. Users will be able to import responses in bulk, edit individual responses, and deploy responses to testing and production environments.

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Use and Impact

ASAPP’s machine learning models powering AI Compose use the global response list (in addition to custom responses and organic responses) to select the response that is most likely to be said by the agent. Making ongoing updates to the global response list is essential to ensuring agents are receiving relevant suggestions.Features Global responses can be configured at two levels:
  1. Bulk uploads: This method is best suited for large volumes of changes. Users first make edits to a .csv file offline containing the full global response list, then upload the file as a new version of the list.
  2. Targeted edits: This method is best suited for small volumes of changes. Users make edits directly in the AI-Console UI for each individual response they wish to change.
By providing ASAPP customers this self-serve capability, teams can iterate more quickly on the response list, ensuring improved coverage of situations encountered by agents and timely updates that keep pace with ongoing changes in the business.

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How It Works

Watch the video walkthrough below to learn how to manage global responses in AI-Console:
Configurable Response Elements Users can configure four data elements for each global response:
  • Response text: The text of the response (required)
  • Folder path: The hierarchy that dictates where the response resides
  • Title: The short-form title of the response
  • Metadata filters: A key and value used to specify the set of conversations for which a response is available
Saving and Deploying Saving changes to the global response list or uploading a new list creates a new version. Past versions can also be viewed and restored as needed. The global response list can be easily deployed into testing or production environments, with an indicator at the top of each version showing the status of the response list (e.g. Live in production).
Visit the Tooling Guide for more information on using AI-Console to manage the AI Compose global response list.

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FAQs

  1. How do you access AI Compose in AI-Console? Provided that you have permission to access AI Compose in AI-Console, it will appear in the AI Services section of your homepage. To access AI Compose from any other AI-Console page, select the menu icon in the top left corner and then select AI Compose.
  2. How does response metadata work? AI Compose uses response metadata in two main ways:
    • As a data insert: Variable metadata such as customer name or time of day is dynamically inserted into templated response text when a suggestion is made to the agent. Read more about templated responses in the AI Compose Product Guide Features
    • As a filter: Responses are only made available for suggestion when the conversation’s metadata matches the attribute set for a given response (e.g. a response only being available when queue = general).
    Agent first name, customer first name and time of day inserts are available by default. Consult your ASAPP account team for assistance with adding metadata for use as an insert or a filter.
  3. How can I search the list for specific responses? There is a search bar to look up specific words from response text. Dropdown menus can also be used to filter by folder path and metadata filter.