AI Assistants in DeskDirector

Andy Chen Updated by Andy Chen

Introduction

AI Assistants in DeskDirector are powerful, conversational AI agents designed to streamline support operations and enhance user experience. They leverage your configured AI service providers and Knowledge Bases to understand context, answer questions, and even perform actions.

DeskDirector offers two distinct types of AI assistants, each tailored for a specific audience and purpose: one for your technical staff in the Tech Portal and another for your end-users in the Client Portal.

Prerequisites

Before you can create and use AI Assistants, you must have at least one AI Service Providers. [Learn more]

You can also set up the following features for your AI assistants.

  • Knowledge Bases: Assistants rely on information from your Knowledge Bases to provide accurate, context-aware answers. [Learn more]
  • Custom Tools: You can connect your assistants to external APIs, enabling them to interact with other systems and perform tasks directly from the chat interface. [Learn more]

AI Assistant for the Tech Portal

The Tech Portal assistant is designed to act as a co-pilot for your support agents, helping them resolve issues faster and more efficiently. This assistant operates within the context of a specific support ticket, giving it access to the ticket's description, conversation history, and internal notes.

By understanding the ticket's context, the assistant can provide highly relevant support to your team.

Key Capabilities:

  • Ticket Summarization: Instantly generate a concise summary of a long or complex ticket thread.
  • Drafting Responses: Ask the assistant to draft professional and empathetic replies to clients based on the ticket's context or specific instructions.
  • Knowledge Retrieval: Quickly find relevant troubleshooting steps or articles from your Knowledge Bases without leaving the ticket.
  • Action Automation: When combined with [Custom Tools], the assistant can perform actions like looking up user information in a CRM or checking the status of a service, directly from the ticket interface.

This assistant empowers your agents to focus on high-value tasks by automating routine information retrieval and communication, ultimately reducing ticket resolution times.

AI Assistant for the Client Portal

The Client Portal assistant provides your end-users with an immediate, 24/7 self-help resource. It acts as the first line of support, empowering users to find answers to their questions without needing to log a ticket.

This assistant is designed to be conversational and helpful, guiding users toward a resolution using the information stored in your designated Knowledge Bases.

The User Journey:

  1. A user initiates a chat with the AI assistant in the Client Portal.
  2. The assistant uses its knowledge to understand the user's query and provide a relevant answer.
  3. If the assistant cannot resolve the issue or the user indicates they still need help, it will seamlessly offer to create a support ticket on their behalf.
  4. The entire chat transcript is automatically included in the new ticket as an internal note, providing your support agents with the full context of the user's issue and troubleshooting attempts.

This not only improves client satisfaction by offering instant support but also reduces the number of routine tickets your team has to handle.

AI Assistant Analytics

To help you understand the effectiveness of your client-facing AI, you can enable analytics for the Client Portal assistant. This feature provides valuable insights into user interactions, helping you identify trends, measure performance, and discover areas for improvement in your knowledge base.

When analytics are enabled, each chat session is processed to provide the following detailed insights:

  • Conversation Title: A short, scannable label that captures the main topic or issue discussed in the chat. This allows you to quickly identify the subject of a conversation at a glance.
  • Summary: A concise overview of the conversation, designed for a human agent who may need to review the chat. The summary covers:
    • The user's primary concern or request.
    • Key information provided or actions taken by the assistant.
    • The final outcome or status of the conversation.
  • Resolution Status Assessment: A rule-based status that determines if the AI successfully handled the user's issue without needing human intervention. The possible statuses are:
    • RESOLVED: The assistant successfully addressed all of the user's concerns, and no support ticket was created.
    • PARTIALLY_RESOLVED: The assistant solved some issues, but others may remain pending, or the user expressed only partial satisfaction.
    • ESCALATED: The user's issue required human intervention, resulting in the creation of a support ticket.
    • UNRESOLVED: The assistant was unable to solve the user's primary issue, and no escalation occurred.
    • NO_RESOLUTION_NEEDED: The conversation did not involve a problem that needed a "fix." For example, the user was asking a general question (e.g., "What are your business hours?").

Notes:

  1. For data processing and analysis, the insights for a specific chat session become available in the analytics dashboard one day after the session has concluded.
  2. The AI service provider configured with the AI assistant is used to analyze the chat sessions.

To begin gathering data, you must enable the analytics feature in the settings for your Client Portal assistant.

Getting Started

To create or manage your assistants:

  1. Navigate to the AI Services settings page in your Admin Portal.
  2. Select AI Assistants.
  3. Choose whether to create an assistant for the Tech Portal or the Client Portal.
  4. Follow the on-screen instructions to configure its name, instructions, and connect it to the relevant Knowledge Bases and Custom Tools.

For further assistance, please contact DeskDirector support.

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Setting up AI Service Providers

Custom Tools for AI Assistants

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