PROS:

• The ability to summarize a conversation is beneficial to any CSR working the ticket because it will give you a quick breakdown of what took place on the ticket without having to read the whole interaction. A wordy email or customer conversation can be summarized to provide the key points for the CSR working on the ticket with one simple click.
• For CSRs who type custom responses instead of using macros, the “Expand” and “Make more formal” tool works perfectly to make the response appear more professional.
• The “Make more friendly” tool does just as its described, it adds more empathy to the ticket and re-assures the customer we understand how they may be feeling regarding the matter at hand. 

• CONS:

  • When clicking one of the options to change the content of the text, once the action is done, it does not retain the original text the CSR typed out, which can be an issue if the “enhancement” does not work for this specific conversation. The only way to undo it is by using the shortcut (CTRL + Z), which may not be something each CSR knows.
  • The “enhancements” made by the AI software can come across as a robot, and customers don't like that.  There is, and a lot of word repetition can happen.
  • Most of our conversations have macros that can be used, so the need for AI does not often come up. When I asked around to see who has used the AI software, most said they used it initially to test but have not implemented it into their actual tickets because there wasn’t a need for it.
  • I have seen the information summarized can fluctuate. At times, it will give every detail possible; in other moments, it will give a simple breakdown. 

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