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How to customize the AI Agent Assist bot

Learn how you can customize the Agent Assist bot based on customer tone and voice.

Priyanshu Anand avatar
Written by Priyanshu Anand
Updated over a week ago

You can customize the bot to personalize and make it your own. It can be installed as a Chrome extension app and Slack bot.

Chrome extension

The Threado AI Agent Assist Chrome extension will sit on top of any ticketing or help desk software like Zendesk, Freshdesk, etc., and help agents by summarizing support tickets, suggesting auto-improved responses based on customer tone, voice, and sentiment.

You can define the auto-improve command by choosing the tone of the response.

You can also set the AI to check the agent's response to see if it includes a greeting, check for grammatical and logical correctness, and check for clarity of the response.

Save your customizations to personalize the app.

Next, you can setup default responses for situations when -

  • The bot is unable to answer a query on its own.

  • If a customer or user downvotes an answer i.e. dissatisfied with the answer.

  • If a customer or user upvotes an answer i.e. satisfied with the answer.

Slack

You can also use the Agent Assist bot on internal or team Slack workspaces where agents can ask the bot a query and the bot auto-responds based on the sources it's been trained on. Agents can save time and get accurate answers to customer queries simply through Slack channels.

Here as well, you can setup default responses for when -

  • The bot is unable to answer a query on its own.

  • If a customer or user downvotes an answer i.e. dissatisfied with the answer.

  • If a customer or user upvotes an answer i.e. satisfied with the answer.

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