Using Lio Agent Assistant in Language IO Chat for Salesforce
What is Lio Agent Assistant?
Lio Agent Assistant is an enhanced chat experience that helps agents solve end user issues more quickly and efficiently.
To achieve this, it uses Retrieval-augmented generation (RAG), a technique for enhancing the accuracy and reliability of generative AI models with facts fetched from external sources, in this case, connecting to a Knowledge Base of articles to return relevant information about the topic at hand, in the right language.
For Lio Agent Assistant to match chat messages to articles in the customer’s native language, articles in the customer’s language must exist in your knowledge base. Language IO will work with you to ensure that your knowledge base is set up properly to enable you to use Lio Agent Assistant with articles in any language that you prefer.
Lio Agent Assistant is a feature available in Salesforce Chat from version 2.45 (Early Access only) and later. Contact Language IO to enable this feature.
How does it work?
Enabling and disabling Lio Agent Assistant
When Lio Agent Assistant is enabled in your org, agents can see a new "Agent Assistant" toggle in the Language IO tab in Salesforce:
Click the toggle to disable or enable it.
Using Lio Agent Assistant
Lio Agent Assistant is an automated assistant connected to a Knowledge Base that contains articles in your supported languages. When the end user sends a message to the agent, Lio Agent Assistant searches for the most relevant article(s) based on similarity, then generates a reply that is based on this information:
Options
To the right of the suggested answer, agents have three options:
- Send (Arrow icon): When the agent accepts the suggested reply as is. This sends the reply directly to the user in the chat.
- Edit (Pencil icon): When the agent needs to edit the suggested reply to adapt it for this particular user. The reply then appears in the text field so the agent can make the necessary edits before sending.
- Discard (Cross icon): When the agent rejects the suggested reply. Alternatively, typing and sending their own reply also counts as a discard by the agent.