AI Assist for flawless customer service

Explore LiveAgent’s AI Assist, a feature revolutionizing customer service.

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AI assist

Level up your support with AI-powered responses

Utilizing artificial intelligence (AI) in customer support can revolutionize business operations globally. AI responses mimic human interaction, enhancing the customer service experience by handling large volumes of queries. The technology assists in transforming draft answers into professional responses, boosting customer satisfaction.

Moreover, AI alleviates human agents from repetitive inquiries, enabling them to tackle complex issues requiring human engagement. The fusion of AI and human interaction ensures the provision of exceptional, efficient, and custom-made customer service, improving resolution times and fostering customer loyalty.

AI assist

Customize and regenerate answers effectively

In general, AI in customer service operates using machine learning, natural language processing, and data analysis. These AI tools are trained using past data and customer interactions, enabling customization of responses to customer queries. This doesn’t only utilizes pre-aggregated or scripted responses, as AI can cater the responses according to the situation.

In essence, AI comprehends unique customer preferences and utilizes that understanding to offer personalized customer experiences. This personalization enhances customer experiences, improves relations, and increases businesses’ revenue.

AI assist

Set the tone easily

The personalization of customer conversations can easily set the tone for customer interactions across the board. This could involve using friendly and relaxed language for a repeat customer or being more formal and informative for a new customer. AI-powered customer support systems can also assess the emotional tone from inputs to respond empathetically, making the customer feel heard and valued.

AI assist

Perfect your replies with AI grammar correction

AI shines in advanced grammar correction. AI grammar correction tools can greatly enhance the communication abilities of customer service agents. These tools scan and analyze the text provided by the agents, detecting grammatical errors, misspellings, punctuation errors, and sentence construction problems. After detecting the issues, they suggest corrections, ensuring the agents provide professional and grammatically correct responses.

AI allows customer service agents to deliver clear, understandable, and error-free replies which contribute to an improved customer experience and promote brand loyalty.

AI assist

Provide easy multilanguage support with AI Assist

LiveAgent’s AI Assist is based on OpenAI’s ChatGPT which leverages Natural Language Processing (NLP) to understand, interpret, and respond to customer inquiries in different languages. This technology aids this AI customer service feature in breaking language barriers and communicating seamlessly with customers from all over the world in their native language, improving customer satisfaction.

This capability expands your business’s reach and creates an inclusive experience for all customers, irrespective of their language preference.


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Understand the power of AI Assist

So, how can LiveAgent’s AI Assist take your customer service efforts to the next level? In the following sections, you will learn about AI-assisted answer generation, its ability to improve the precision and productivity of your agents, and its multilanguage capabilities.

If you’re ready, let’s dive right in!

How to write and generate prompts effectively

Writing prompts to warrant desired outputs is an art in itself. Before we get to detailed instructions on how to use AI in LiveAgent, let’s first discuss how you can write effective prompts.

  • Be specific: Ensure that the prompts are specific so that the AI can understand the context, and provide specific responses. Avoid using vague or generic language to ensure accurate responses.
  • Use simple language: Simplicity is key; use language that’s easy to understand. Avoid technical jargon or overly complicated language whenever possible.
  • Personalize your prompts: Customize your prompts to match your brand’s tone and style. If your brand is more casual, ensure your prompts reflect that.
  • Encourage engagement: Design your prompts in a way that encourages the customer to engage more with the AI system, making it interactive.

Now that you can write AI prompts like a pro, let’s look at how you can apply this knowledge using LiveAgent’s AI Assist!

  • Log into your LiveAgent account.
  • Enable the AI Assist functionality.
  • To enable AI Assist, go to Configuration > AI > Setup AI provider and add your OpenAI API key

Zoom inScreenshot of AI Assist setup process in LiveAgent

  • Go to Configuration > AI > Answer suggestions and click Enable.

Zoom inA screenshot of the Answer suggestion functionality in LiveAgent

  • Pick the ticket you want to answer with AI Assist, open the reply box, and write your draft answer. Pre-select the text of your draft and click on the Answer assistant button located on the options bar in your ticket interface.

Zoom inA picture showing the location of the Answer assistant button in the agent interface in LiveAgent.

  • Fill in the fields to provide context for AI Assist to answer the question.
  • In the first field, you will see the text of your pre-selected draft.
  • In the second field, inform the AI what to do with the input provided in the field above.
  • On the right lower side of the interface, pick the tone of voice for the generated answer.
  • Click on the Generate button.

Zoom inA picture depicting the AI Assist interface in LiveAgent with the tone and the generate button.

  • Once AI Assist generates the response based on your input, you can either click on Use this text to apply it or hit Regenerate to receive a new alternative response. Alternatively, you can use the second field to add adjustments to the already generated text and click the Generate button again.

Zoom inA picture detailing the application or regeneration of the AI-generated customer response.

  • Once you pick the Use this text option, the AI-generated response appears in the ticket interface. To use it to respond to the customer query, simply hit the Send button.

Zoom inTicket interface with AI-generated response.

Streamline your ticketing process with AI Assist

Another field where AI Assist can prove invaluable is streamlining and improving your customer service operations. The language model allows AI Assist to comprehend and respond to customer queries accurately and instantly, reducing response times significantly.

When dealing with high volumes of tickets, AI Assist uses intelligent automation to handle the load efficiently by suggesting appropriate ticket transfers and relevant tags.

AI Assist also prevents the overload of repetitive queries by quickly generating appropriate responses. This way, it improves efficiency and reduces the time taken to resolve an issue.

Enhance the precision of your customer support

AI Assist works by leveraging artificial intelligence to process and understand customer queries comprehensively. As you already know, this is achieved through NLP, which allows the AI to interpret human language along with the context in which it’s being used. Thus, support agents can comprehend the customer’s issues more accurately.

For instance, consider a customer who is struggling with a complex tech issue and contacts customer service. Instead of the agent spending time trying to figure out the problem, they can input the issue into the AI-powered tool. The AI would decode the issue, determine possible solutions derived from historical resolution data, and provide a precise and suitable answer. The agent can then relay this information to the customer, resolving the issue promptly and accurately.

AI Assist to provide multilingual customer support

Soon, AI Assist will be able to delve into the textual data and comprehend the context, sentiment, and intent of the customer’s query, even if it’s in a different language. It helps to preserve the nuances of different languages and offer the most appropriate response. This way, businesses can provide seamless, accurate, and fast customer support, significantly improving customer satisfaction and experience.

For example, suppose a Spanish-speaking customer sends a query about an order they didn’t receive. The AI Assist tool will understand the query, despite it being in Spanish, and identify the appropriate response. It might provide a pre-written message advising the customer on how to check their order status, or automatically flag the query for a human agent for more complex issues. The human agent then receives this query with a translated message into the business’s preferred language, making it convenient for businesses to effectively respond to global customers.

Although it is currently in development, this capability will soon be available for LiveAgent’s customers to enjoy.


As we move deeper into a digital era, AI-powered tools like LiveAgent’s AI Assist are not only revolutionary, they’re essential. The application of AI in customer service has led to rapid response times, unique personalization, and an improved overall customer experience.

AI Assist takes this a step further, by enhancing precision, streamlining ticket processing, and offering effective multilingual support. This ingenious tool truly does redefine customer support by providing a seamless, efficient, on-demand support system that can cater to customers from all over the world.

If you’re interested in leveling up your company’s support, you can take advantage of LiveAgent’s 30-day free trial to test AI Assist and see how transformative it can be for your business.

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