🔒Included in ALCMEON CARE ESSENTIAL with AI.ssistant option, ALCMEON CARE ENTERPRISE

AI.ssistant is an AI-powered co-pilot that assists advisors with real-time suggestions, translations, and other services, ensuring seamless customer interactions, a consistent tone of voice, and faster advisor upskilling. By harnessing the power of generative AI it provides quick, accurate, and contextually relevant answers, allowing advisors to focus on more complex issues.

To enable AI.ssistant for your advisors, first create an AI Agent, assign it Knowledge Documents, and then configure the features you want to use for each team.

Create your AI Agents

In the “Settings / AI Alcmeon” section, you can configure the AI Agent(s) that will generate content for your AI.ssistant: suggested answers to the advisor, conversation summary, answer translation, etc. 

For detailed information, refer to our article: Creating your AI Agent.

Configure your AI.ssistant

After setting up your AI Agent for use with AI.ssistant, navigate to the “ AI.ssistant Configuration ” tab in the “Settings / AI Alcméon” section.

There you will find the list of your teams, and for each of them you can choose to activate some or all of the features offered by AI.ssistant: suggested answers, conversation summary, translation of the advisor's answer, and more to come.

Here are the details of the settings:

AI Agent

The AI Agent manages the features of your assistant. Select the appropriate AI Agent from the drop-down menu, or leave it blank if you don't want the team to have access to these features.

You must have already created at least one AI Agent of the “used by AI.ssistant” type in order to select it from the drop-down menu (for details refer to the previous section of this guide).

Suggested answers

If you activate the AI Suggestion feature for a team, you can specify how suggestion generation is triggered. You have two display mode options:

• On advisor request: in the Conversation Page, the “AI.ssistant” button appears next to the Answer Module. By clicking on this button, the advisor will be offered a suggested answer to the customer.
• As soon as the Conversation Page is opened: the advisor doesn't need to click on the “AI.ssistant” button, the suggested answer appears automatically.

AI Summary

You can choose to enable or disable the AI-generated conversation summary feature in your advisors' conversation page by selecting the appropriate AI Agent.

This feature analyses the entire conversation history with the customer, including their messages, your bot replies, and advisor responses, to generate a concise summary. For more details, see the Conversation History guide in the Conversation Page.

AI translation

If this option is enabled, a new “Translate” button appears above the answer input field.

By clicking on it, the advisor can translate:

• all messages in the conversation, as well as any messages received while the advisor is viewing the processing page
• the language in which answers will be sent to the customer.

Notes:

The languages available for conversation translation are those supported by Alcmeon: English, French, German, Italian, Japanese, Korean, Spanish, , .

The customer's language is automatically detected from the language tag applied to the last message or from the language most commonly used in the last 10 messages sent by the customer. The languages offered for translation of responses are those in which the Language Tag can be configured: Arabic, Chinese, Czech, Danish, Dutch, English, French, German, Indonesian, Italian, Japanese, Korean, Polish, Portuguese, Romanian, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian, and Vietnamese.

Once you have selected the languages for the conversation and responses, click on the “Start translating” button.

The “Translate” button will automatically be replaced by a button indicating the languages selected for these two types of information.

This button also allows you to stop the current translation or select new languages.

Translation of conversation messages

All messages in the conversation are translated, whether they are messages sent by the customer or responses sent by advisors. This ensures that the conversation is fully understandable to the advisor who takes over the conversation.

A flag for the selected language appears before each message to indicate that the message has been translated. By clicking on this flag, the advisor can access the message in its original version.

By clicking on the icon located before the message, the advisor will be able to access the translated version again.

Translation of the answer

The advisor must enter their answer in the answer module or use the AI.ssistant, which will automatically populate it.

The send button displays the flag of the language into which the answer will be translated and then sent.

By clicking on the send button, a new window will appear allowing you to view the translated version of the answer before sending it.

Note: It is not possible to modify the original answer from this window. You must click Cancel to modify it in the answer module before translating it again. However, it is possible to modify the translated answer.

Additional actions also allow you to use the translation feature in the same way:

• Send and put on hold
• Send and transfer to...
• Send and ask for help...