AI Tools

EasyBusy Chats offers AI-powered tools that help you automate customer communication and analyze conversations. You can set up AI assistants to automatically reply to customer inquiries, and use the AI Analysis feature to quickly get a summary of a conversation for a selected period.

Creating an AI assistant

AI assistants are helpers that can learn from your knowledge base, talk to customers, and analyze conversations. To use the AI features of the Chats platform, you first need to create and configure an assistant.

To do this:

1. Go to the Control Panel in the console.

2. In the AI settings section, click Assistants.
3. Click Add.

4. Click Continue.

5. To create an assistant from scratch, select Blank.
6. Click Continue.

Once you reach the assistant setup page, fill in the following fields:

1. Name (for internal identification; this name will not be shown to your customers in the chat).
2. Instructions and additional information — guidelines on tone, response style, interaction rules, and so on.
3. Assistant knowledge base — upload a file so the assistant has access to all the information it needs (for example, a catalog for a sales assistant, an FAQ for a support assistant, and so on).

If needed, you can also add Prompts. The AI assistant will recognize them and give the response you specify in the Prompt settings. To do this:

1. Click + Add.

2. Enter possible questions from your customers. You can enter several questions, one per line.
3. Specify the response the assistant should give when customers ask any of these questions.
4. Click Save.

When you finish configuring the assistant, click Save.

The training process will then begin, and the Model training status will appear.

Wait a moment and refresh the page. The status should change to Ready.

You can configure multiple assistants for different tasks, such as technical support or sales. Please note that only one assistant can be connected to a channel.

Automating replies

Once you have successfully set up your assistant, you need to connect it to the channel of your choice. To do this:

1. Go to the Accounts settings section, Chats subsection.
2. Select the integration you need and click the settings button (gear icon).

3. Click the settings button next to the channel you want.

4. Turn on Autoreply Enabled.
5. Select the AI assistant you need.
6. Save all changes by clicking Save.

From now on, the AI assistant will automatically reply to customer inquiries using its knowledge base, instructions, and Prompts.

AI Analysis

AI-powered chat analysis lets you get a complete picture of a conversation over a given period and presents the results in a format that is easy to scan.

Setup

Before running an analysis, make sure an AI assistant is connected to the selected channel:

1. Go to the Accounts settings section, Chats subsection.
2. Select the integration you need and click the settings button (gear icon).

3. Click the settings button next to the channel you want.

4. Select the AI assistant you need.
5. Save all changes by clicking Save.

Running an analysis

Now, to run an AI Analysis of a conversation:

1. Go to the chat you need.
2. Click the AI icon.*

3. Select the period you need.
4. Change the analysis language (if needed).
5. Click Generate.

*You can also open the AI Analysis tab by opening the chat information (Ⓘ) and going to the AI Analysis section.

You can regenerate the AI Analysis at any time by changing the analysis parameters (if needed).