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How to use Word WandAI like an Expert

🎉 Introduction

Word WandAI is an AI assistant tool designed to help your support team craft highly personalized ticket responses within seconds. By harnessing the capabilities of OpenAI ChatGPT in conjunction with Word WandAI's proprietary analysis model, it not only enhances the quality of customer support ticket replies but also drastically reduces the time agents invest in handling labor-intensive support tickets that require that human touch. The outcome is an elevated customer service experience characterized by a higher level of personalization for the customer and large efficiency gains for the support team (as they reduce time spent on their biggest time sucker... crafting personalized messages).

After installing Word WandAI on your Zendesk account, you can activate Word WandAI by clicking the "W" icon in the text editor on the ticket. Here you'll be presented with several functions that do the following:

  • Instruct - (Most powerful feature with endless usercases!) Analyzes the customer's message + the input provided by the agent, and crafts a personalized response that incorporates both aspects. Can be used with existing Macro templates.

  • Reword - Improves the message written by the agent and factors in adjustable sentiment and tone to make the reply highly personalized.

  • Yes - Crafts a personalized response to the customer’s message while incorporating the overall outcome as a “Yes”.

  • No - Crafts a personalized response to the customer’s message while incorporating the overall outcome as a “No”

  • More Info / Questions - Analyzes the customer's message and generates the top questions that could be asked.

  • TLDR - Analyze the customer's message and provide a Too Long; Didn't Read summary.

  • Translate - Analyzes the customer's or agent’s message and translates it into a different language. 

  • Text Limit Setting - Adjust the text length of the response from the AI. eg. Concise, 25, 50, 75, 100, 200 words.

  • Message Source Setting - Adjust the source of the customer message - from Zendesk or Manual Input

Be sure to check out the Word WandAI Configuration area as you can set the below:

  • Text Limit Setting - Adjust the default text length of the response from the AI.

  • Default Tone Settings - Adjust the default tone to ensure it aligns with your company brand.

  • Default Language Settings - Adjust the default language. 

  • Ticket Tags - Track the usage of Word WandAI on each ticket so you can view and report which tickets the tools were used on.

💪 How to Use "Instruct" like an Expert

The "Instruct” feature of Word WandAI is a very useful and super powerful feature that has endless user cases. It analyzes the customer's message and the instructions provided by the agent in order to create a highly detailed, accurate and personalized response that incorporates both aspects… in just a few key-strokes and a click. 

 

For example, imagine you have a technical ticket from a customer. You know the kind, those labor-intensive tickets, that have emotion and that can’t be deflected by a simple knowledge base article, where the requester shares several issues and asks a series of questions, like:

 

  • I am experiencing an error message when using your software

  • I am not happy, this issue is costing my company revenue

  • I was also double charged in April, please refund the extra charge

The important information for the response is:

 

  • Share screenshot of error message

  • Sorry for the experience

  • Refund has been actioned

 

But as you know, that’s not exactly a great way to speak to your valuable customers. We want to be helpful and offer a personalized answer to their questions, and not be robotic. A genuine message should reflect on the information the customer shared, but crafting it is a time-consuming task!

 

In comes Word WandAI and the “Instruct” feature - all the agent needs to input is the above short points…. 🥁🥁🥁 and the AI drafts an awesome response!

 

The response is created for the agent, but they are free to edit if they want to make any changes before replying (check out the gif below to see exactly that in action).

KB - Instruct (Best).gif
Intro
Instruct

A copy of the customer ticket and AI response can be found here.

Now that you understand the basics... we can start getting into the really cool stuff 😎 

 

If the text generated from your input isn’t exactly what you want, you can always edit it by hand and/or redo the “Instruct” request. 

 

You can expand your direction and add more information such as: 

  • The length of the response (eg. keep my reply concise… keep my reply under 35 words…)

  • or the perceptive (make my reply in third person..)

  • or the structure (eg. make my reply with dot points…make my reply into a poem…) 

  • or ask it to add some humor (eg. close off message with a joke..).

  • or it can even help the agent troubleshoot - “provide the top 10 troubleshooting questions to ask”

 

The possibilities here are - you guessed it - endless!

 

You can also combine “Instruct” with your current workflow (eg. Macros) and other Word WandAI features (Reword) to supercharge the AI customer support experience.

 

Try out the “Instruct” feature and let us know if you come up with any that you think we should highlight in this document via contact@wordwandai.com

🤯 How to Use “Instruct” with your Macros

Macros

Macros can be great for support teams as they drive consistency with information that is shared and they can save some time for the support agent. However, due to the generic nature of macros, they lack personalization and can feel automated and generally require the agent to edit them a lot anyway so they can meet their unique customer situation. 

But with Word WandAI and “Instruct”... you can turn 1 Macro into thousands of highly personalized messages.

How? 

Well, all you have to do is use your Macro and the 'Instruct' feature and the AI will craft a highly personalized and unique response within seconds. The agent can also enter in any other commands to cater to the situation and combine it with a Macro (or multiple) and the result will be the same (check out the gif below to see exactly that in action).

A copy of the customer ticket and AI response can be found here.

 

*Please note to improve the AI response, we suggest you review your Marcos and take out the generic fluff content and just keep the core information/answers. This will ensure the AI is not influenced by the generic content and is free to deliver higher-quality responses.
 

KB - Macro (Best).gif

♻️ How to use “Reword” like an Expert

Reword

Have you ever written something, reviewed it and thought it could be better but I don’t have the time to rewrite it? 

If so, I would like to introduce you to 'Reword'! Your new best friend.

The ‘Reword’ feature will rewrite any content in the comment section and dramatically improve it based on the situation and conditions that the Agent selects. Simply by adjusting the ‘Customer Sentiment’ and ‘Response Tone’ criteria, it will level up anything they have written.

This is a fantastic tool for Agents who may be strong in writing highly technical responses, but lack the art of crafting responses to cater to the emotional elements needed in a response.

Rewording isn't just for rewriting Agent text, you can also use it to rewrite the AI’s responses!

If you have a response from the AI after using the ‘Instruct’ feature (or any of the others), you can ‘Reword’ that response and apply the criteria to improve it.

Example: After using the Instruct feature to generate a response, you may want to fine-tune it based on the situation. For this, you can use the “Reword” function to create a new response based on the criteria you select. For instance, select customer sentiment to “Angry” and response tone to “Formal” to make the reply from an upset customer be more formal… or if it's someone you have talked to a ton you could make it “Normal” and “Casual”. 

 

Powerful stuff right? 🚀

🗣️ How to translate any message

Translate

Set the language you wish to translate to via the "Language Settings" (World Icon)

 

Then simply click on "Translate" and select the "customer message" or "agent message".

The AI will now translate the message and provide the response in a module box that you can read. If you need to save/copy the output, just click "accept" and it will save into the text editor. 

Video demo

Questions

😍 How to use “Yes”, “No” and “More info / Questions”

Designed as quick features to save your team time.

Simply click on the Yes or No 

The AI will analyze the customer's message and craft a personalized response while incorporating the overall outcome as a “Yes“ or “No”.


Simply click on the More info / Questions

The AI will analyze the customer's message and craft the top 5 questions the agent should ask the customer. This is a great tool to help Agents generate valuable questions to ask customers during an investigation of an issue or general troubleshooting.

💾 How to adjust the source of the customer message - from Zendesk or Manual Input

Manual

The Agent can adjust the source of the customer message from Zendesk to a Manual Input.

Generally, the AI uses the last customer message within Zendesk as the source of the information to base its response. However, when changing the source to Manual Input, the user can copy/paste any information they want and the AI will use this to base its response.

This feature is useful when there may have been multiple back and forths with a customer and you want to use the AI to use the full conversation to base its response OR if another ticket was merged and you want the AI to use all the information in both tickets.

Try it now
5 days free access

We know actions speak louder than words! Install and use Word WandAI for free and get access to the most powerful Zendesk ChatGPT integration!

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