About AI Assistant for Operators

AI Assistant is a set of artificial intelligence tools integrated directly into the operator interface. These tools help operators quickly understand long dialog context, improve message quality, and get real-time hints for replies. This page explains how AI Assistant works, what tools it includes, and when to use them.

Context and Problem

Operators often face challenges when working with clients:

  • Long dialogs — it's difficult to quickly understand the essence of a conversation that has been going on for a long time
  • Quality of replies — operators need to maintain professional communication style and correct grammar
  • Response speed — especially for new employees, it takes time to formulate appropriate replies
  • Standard situations — many questions are repeated, and operators need quick access to professional wording

AI Assistant solves these problems by providing intelligent tools that help operators work more efficiently and maintain high communication quality.

Key Concepts

AI Summarize

AI Summarize creates a brief summary of the entire dialog, helping operators quickly understand the conversation context without reading all messages.

How it works:

  1. Operator clicks the "Summarize" button near the message input field
  2. System analyzes recent dialog messages (usually last 5-10 messages)
  3. AI generates a concise summary highlighting key points, client's problem, and current status
  4. Summary appears in a modal window or as a system message in chat

When to use:

  • When taking over a dialog from another operator
  • When returning to a long conversation after a break
  • When you need to quickly understand the essence of a complex dialog

AI Text Editor

AI Text Editor helps improve message text before sending — corrects grammar, improves style, formats text according to rules.

How it works:

  1. Operator writes a message in the input field
  2. Clicks the AI icon in the input field
  3. AI analyzes the text and suggests improvements
  4. Operator can accept suggestions or edit them further

When to use:

  • When you need to improve message quality
  • When you want to ensure correct grammar and spelling
  • When you need to format text according to company standards

Copilot

Copilot provides real-time AI hints — analyzes client's message and suggests relevant reply options based on dialog context.

How it works:

  1. Client sends a message
  2. Copilot automatically analyzes the message and dialog history
  3. System generates reply suggestions visible only to the operator
  4. Operator can use suggested reply, edit it, or write their own

When to use:

  • When you need help formulating a reply
  • When working with standard questions
  • When you want to speed up response time

Approach Options

Manual vs AI-Assisted Work

Manual work:

  • ✅ Pros: Full control, personal approach
  • ❌ Cons: Slower, requires more experience, risk of errors

AI-Assisted work:

  • ✅ Pros: Faster, consistent quality, helps new employees, reduces cognitive load
  • ❌ Cons: Requires verification, may need editing

Why we use AI Assistant: AI Assistant doesn't replace operators but helps them work more efficiently. It's especially valuable for new employees who are still learning, and for experienced operators who want to speed up routine tasks and focus on complex cases.

When to Use Each Tool

AI Summarize — use when you need to quickly understand dialog context, not for every message.

AI Text Editor — use when you want to improve message quality, especially for important or complex replies.

Copilot — use for standard situations and when you need quick reply options. Always review and edit suggestions before sending.

Adopted Solutions

Integration into Operator Interface

AI Assistant tools are integrated directly into the operator interface, so operators don't need to switch between different systems or windows. All tools are available right where they work.

Real-Time Processing

Copilot works in real time — as soon as a client sends a message, the system analyzes it and provides hints. This minimizes waiting time and helps operators respond quickly.

Context Awareness

All AI Assistant tools analyze dialog context, not just individual messages. This ensures that suggestions and summaries are relevant to the current conversation.

Operator Control

Operators always have full control — they can use AI suggestions, edit them, or ignore them completely. AI Assistant is a helper, not a replacement for operator judgment.

Implications for Users and Implementation

For Operators

When using AI Assistant:

  1. Always review AI suggestions — AI is a helper, but you are responsible for the final message
  2. Use tools appropriately — don't use AI Summarize for every message, use it when you need to understand context
  3. Edit suggestions — AI suggestions are starting points, customize them to match your communication style
  4. Combine with other tools — use AI Assistant together with quick replies and knowledge base for maximum efficiency

Common Errors

Error: Using AI suggestions without review
Problem: AI may not always understand context correctly or may suggest inappropriate replies
Solution: Always review and edit AI suggestions before sending

Error: Over-relying on AI tools
Problem: Operators may lose their own communication skills
Solution: Use AI as a helper, but maintain your own judgment and communication style

Error: Using AI Summarize too frequently
Problem: Unnecessary system load and time waste
Solution: Use AI Summarize only when you need to understand dialog context (taking over dialog, returning after break)